<![CDATA[Organizing the facilitation of local revenue tasks and public services is one of the main tasks, functions, detailed unit tasks, and work procedures of the West Java Provincial Revenue Agency. One of the public services for the community in improving service to the West Java community is to launch an e-samsat innovation in providing annual Motor Vehicle Tax (PKB) payment services and updating ownership status through an Android-based smartphone application called Samsat Mobile Jawa Barat (SAMBARA) and can be downloaded for free on the Google Play Store. Service satisfaction is an important aspect in service development, therefore research was conducted. This study analyzes the sentiment of the Samsat Mobile Jawa Barat (SAMBARA) application on the Google Play Store by categorizing user reviews into three groups: Positive, Negative, and Neutral. The method chosen is the Bidirectional Gated Recurrent Unit (BiGRU). BiGRU is able to predict user reviews with an accuracy of up to 87.37%, which is considered good and can be used to help the development of service applications in West Java.]]>
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