Distribution of Medicine Via the Internet - Consumer Experience Analysis

Due to the ubiquity of information technologies, trading via the Internet is becoming more popular every year. Along with Internet sites that sell a variety of goods and services, online pharmacies are also represented in the Internet space. In 2020, the turnover of online pharmacies in Russia amounted to more than 5 billion rubles. The study of the customer experience of consumers of medicines via the Internet is an integral part of the full implementation of the practice of selling medicines via the Internet. The purpose of the study is to analyze the customer experience of purchasing medicines via the Internet. To achieve this goal, the following tasks were solved: To analyze the current market for the sale of medicines via the Internet in Russia and its regulatory regulation. To analyze the international experience of selling medicines via the Internet and regulating this market. To identify the features of the customer experience of consumers who purchase medicines via the Internet in Russia. Determine the limitations of the sale of medicines via the Internet for the consumer, in terms of customer experience. Develop recommendations for improvement. As a method of epic research, interviews with drug users via the Internet are used. Based on the study, recommendations were developed to improve the regulation of the sale of medicines via the Internet. Keywords: customer experience, medicines, online trading.