Courier services industry in Bulgaria had a stellar performance in the past ten years. The market is becoming increasingly competitive, with local companies competing with multinational companies for market share. The present paper discusses the competition at the courier services market in Bulgaria and the main factors determining the choice of particular courier provider. The study used primary data from 635 individual and 108 business customers of courier services. The results found that the most important factors for individual customers when choosing courier operator are service price, service quality and the ability to change the service according to individual requirements and customer needs. For business customers, timeliness is a key factor in selecting a particular operator. This implies the need to develop different strategies for individual and business customers, as well as the application of a differentiated approach to different market segments.
Courier Services, Courier Operators, Courier Services Market, Competition and Concentration
