The rapid evolution of digital technology has propelled forward the development of government services accessible via online platforms. The Sanad app, an exemplar of such innovation, has been designed to streamline citizen interactions with government functions. This study aims to critically analyze the determinants of user satisfaction in the context of digital platforms, taking the Sanad app as a case study. By integrating elements of the TAM with perceived trust and perceived security, findings revealed that users’ satisfaction with e-government services is significantly influenced by these factors. Perceived ease of use and usefulness are posited to directly affect the efficiency and willingness to engage with the app, while perceived security and trust are essential for user comfort and confidence in the digital interaction, which, in turn, bolster satisfaction levels. However, this study offers deep insights into the efficacy of the Sanad app, reflecting on broader implications for the utilization and enhancement of services offered by e-government.