At present, customers’ low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers’ low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers’ satisfaction and loyalty, respectively, by (...) fuzzy analytic hierarchy process and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers’ satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers’ loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers’ loyalty in city express industry. (shrink)

Considering the importance of China’s digital economy, industrial Internet, and high-quality development, this study analyzed China’s urban network from the perspective of the communications technology service industry. Three sub-networks and a comprehensive network were constructed. The density, centrality, and cohesive subgroups of the above network were identified. The results show that: cohesion of urban networks in China is weak and resource sharing is low. From west to east, the urban network forms a multilevel diamond structure in the periphery, a parallelogram (...) structure in the semiperiphery, and a triangle structure in the center. The spatial distribution of cohesive subgroups is scattered, disobeying the first law of geography. By constructing sub-networks and a comprehensive network, the subnetworks that dominate China’s urban networks were identified and their typical characteristics described. This study clarifies the technical support pattern behind China’s digital economy development and industrial internet construction and provides a basis for policy-makers to optimize the country’s high-quality development in the future. (shrink)

In the era of digital economy, the impact of innovation resources on high-quality economic growth has become increasingly prominent. There are many researches on the influencing factors of innovation performance. The purpose of this study is to explore the factors that affect the innovation performance of high-end manufacturing clusters in China based on the dual perspectives of digital economy and innovation network. A total of 194 valid questionnaires were collected. And structural equation modeling has been used to test the proposed (...) research models and hypotheses. The results indicated that, the higher the centrality of the innovation network, the more the cluster enterprises can play the centrality advantage, which has a significant positive impact on the innovation performance of the cluster. Similarly, both the strength and density of innovation networks also impacted on cluster innovation performance, but to a lesser extent. We also found that the digital empowerment derived from the digital economy can get rid of the limitations caused by spatial distance and lead to the improvement of resource utilization, which plays a positive moderating role between innovation network and innovation capacity. Implications for digital economy and innovation networks to improve the quality of innovation performance are provided. (shrink)

Dual innovation, which includes exploratory innovation and exploitative innovation, is crucial for firms to obtain a sustainable competitive advantage. The knowledge base of firms greatly influences or even determines the scope, direction, and path of their dual-innovation activities, which drive their innovation process and produce different innovation performances. This study uses data source patents obtained by 285 focal firms in the Chinese new-energy vehicle industry in the period 2015–2020. Five knowledge-base features are selected by analyzing the correlation and multicollinearity, and (...) four different firm clusters are found by using the k-means clustering algorithm. Based on the classification and regression tree algorithm, we mine the potential decision rules governing the dual-innovation performance of firms. The results show that the exploratory innovation performance of firms in different clusters is mainly affected by two different knowledge-base features. Knowledge-base scale is a key factor affecting the exploitative innovation performance of firms. Firms in different clusters can improve their dual-innovation performance by rationally tuning the combination of knowledge-base features. (shrink)