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Automating customer feedback analysis in E-commerce: A multi-Model approach




TekijätDavoodi, Laleh; Mezei, József; Nikou, Shahrokh; Espinosa-Leal, Leonardo

KustantajaElsevier BV

Julkaisuvuosi2026

Lehti: Expert Systems with Applications

Artikkelin numero130865

Vuosikerta306

ISSN0957-4174

eISSN1873-6793

DOIhttps://doi.org/10.1016/j.eswa.2025.130865

Julkaisun avoimuus kirjaamishetkelläAvoimesti saatavilla

Julkaisukanavan avoimuus Osittain avoin julkaisukanava

Verkko-osoitehttps://doi.org/10.1016/j.eswa.2025.130865

Rinnakkaistallenteen osoitehttps://research.utu.fi/converis/portal/detail/Publication/506560694


Tiivistelmä

Understanding customer satisfaction in e-commerce is crucial for businesses to remain competitive. While traditional feedback analysis methods are labour-intensive and subjective, machine learning advances have enabled more efficient and scalable sentiment analysis. However, existing models struggle with aspect-based sentiment analysis (ABSA), particularly in detecting implicit aspects and handling mixed sentiments. This paper presents a multi-model machine learning pipeline designed to enhance ABSA by integrating fine-tuned Large Language Models (LLMs) with BERT and RoBERTa-based models. The pipeline consists of an LLM-generated synthesized annotated feedback model, a BERT-based aspect detection model, a RoBERTa-based ABSA model, and an LLM-based ABSA model for handling implicit aspects and mixed sentiments. Additionally, a RoBERTa-based model is employed for overall sentiment detection. By leveraging both manually annotated and synthetic data, the pipeline improves sentiment classification accuracy and aspect coverage, even in data-scarce environments. The results demonstrate that combining multiple models enhances detection accuracy compared to single-model approaches. This study provides a scalable and effective solution for e-commerce feedback analysis, offering businesses valuable insights for improving customer experience and decision-making.


Ladattava julkaisu

This is an electronic reprint of the original article.
This reprint may differ from the original in pagination and typographic detail. Please cite the original version.




Julkaisussa olevat rahoitustiedot
The first author received financial support for conducting this research from Jenny ja Antti Wihurin rahasto, Liikesivistysrahasto, and Marcus Wallenbergin Foundation.


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