The Role of Algorithmic Fairness, Accountability, and Transparency in Shaping User Satisfaction on Digital Platforms: A Quantitative Study in China

Digital platforms have become essential in daily life and are evolving into public service spaces. With the rise of smart technologies, algorithmic ethics—particularly fairness, accountability, and transparency—have drawn increasing attention. This study applies the American Customer Satisfaction Index (ACSI) government model to investigate public perceptions of digital platforms. Based on a survey of 509 users and structural equation modeling (SEM), results indicate that expected ethical quality positively affects both perceived ethical quality and user satisfaction. Furthermore, perceived ethical quality—comprising fairness, accountability, and transparency—significantly enhances satisfaction, which subsequently strengthens organizational image and public trust. The findings emphasize the need to raise public awareness of technology ethics and to improve ethical design features in digital platforms, thereby boosting satisfaction, addressing ethical challenges, and promoting sustainable development.