E-commerce and courier service quality during the pandemic crisis: an Italian case study. In 2020 the
Covid-19 pandemic caused many daily activities to be carried out online in Italy due to restrictions on mobility.
Consequently, consumers took advantage of the opportunities offered by e-commerce and accelerated a shift in buying
habits that had begun several years before. After providing a brief overview of e-commerce in Italy based on European
and national data, the paper goes on to examine in depth the case of Friuli Venezia Giulia, where a series of sample
surveys were conducted to study the effects of the pandemic on household consumption. These surveys have allowed us
not only to understand what motivates people to buy online and ascertain what is purchased, but also to evaluate the
quality of courier services. Moreover, the analysis is differentiated both by consumer gender and age.
