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All Journal Jurnal GEMATIKA Jurnal JSIKA Journal JCONES Bulletin of Electrical Engineering and Informatics Jurnal Teknologi Informasi dan Ilmu Komputer ELKOMIKA: Jurnal Teknik Energi Elektrik, Teknik Telekomunikasi, & Teknik Elektronika Journal of Applied Data Sciences Jurnal Sistem Informasi Universitas Dinamika International Journal Research on Metaverse
Jusak Jusak
STMIK Stikom Surabaya
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Other

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Journal : Journal of Applied Data Sciences

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Fine-Grained Sentiment Analysis Approach on Customer Reviews Based on Aspect-Level Emotion Detection Paramita, Adi Suryaputra; Jusak, Jusak
Journal of Applied Data Sciences Vol 6, No 3: September 2025
Publisher : Bright Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47738/jads.v6i3.964

Abstract

In the era of digital platforms, customer reviews constitute a vital resource for understanding user sentiment and perception toward products and services. Traditional sentiment analysis methods predominantly operate at the document or sentence level, often missing fine-grained emotional cues tied to specific product or service aspects. To address this limitation, this study proposes a novel Fine-Grained Sentiment Analysis (FGSA) framework that performs aspect-level sentiment classification using a joint learning approach. The proposed model employs a hybrid deep learning architecture that integrates transformer-based contextual encoders with Bidirectional Long Short-Term Memory (Bi-LSTM) layers. This design allows the model to capture both rich contextual semantics and sequential dependencies a combination that has not been widely adopted in existing FGSA research. Additionally, we introduce a new annotated dataset of 5,000 customer reviews spanning multiple domains (electronics, food and beverages, and general services), enabling robust training and evaluation. Experimental results show that the model outperforms standard baselines, achieving an F1-score of 82.0% for aspect extraction and an accuracy of 79.8% for sentiment classification. Further analysis reveals consistent patterns, such as positive sentiments linked to design and quality, and negative sentiments associated with customer service and delivery. These insights highlight the practical value of aspect-level sentiment modelling. The key contribution of this work is the integration of a transformer-Bi-LSTM joint architecture for aspect-based sentiment analysis, supported by a domain-diverse benchmark dataset. This framework enhances the interpretability and granularity of sentiment insights and sets a foundation for future research in multilingual and multimodal contexts.
Co-Authors A. B. Tjandrarini Adani, Muhammad Faizin Aderusman, Rizky Adi Suryaputra Paramita Agus Ariyanto Agus Dwi Churniawan, Agus Dwi Alfian Angga Pradika Alim Rahmat Rido Anggara, Faris Widi Anjik Sukmaaji Atmaja, Bhagus Sugamayana Dwi Atmaja, Bhagus Sugamayana Dwi Budi Hari Nugroho Burhanuddin Surya Putra David Palguna Djojosuroto, Muh.Rahmat Effendy, Edwin David Eka Sari Oktarina Ekinasti, Anggi Tiara Citra Erwin Sutomo Feri Setiawan Adinata Firdaus, Deddy Mohammad Fumio Highy Suparlan Hakim, Arnaz Malikul Hakim, Arnaz Malikul Harianto Harianto Harianto, Gaguk Hasyim, Dealis Dinamika Henry Bambang Setyawan Heri Pratikno Hikam, Dicky Sirojul Hoky Ajicahyadi I Dewa Gede Rai Mardiana Ignatius Adrian Mastan Imam Fauzi Ira Puspasari Irene Rizky Andini Jap Fen Dy, Jap Fen Julianto Lemantara Kurnia, Lassa Nusti Kusbiono Wisnu Pambudi Kusuma, Otniel Reza Kusuma, Yusuf Budi M. J. Dewiyani Sunarto Mardianto Basuki Martinus Sony Erstiawan Mochammad Arifin Muhammad Nizar Muhammad Syakir Kautsar Mustafa, Putra Yoga Dwiangga Mustafa, Putra Yoga Dwiangga Nahusuly, Nova Nahusuly, Nova Nanda Surya Setiawan Octavianus Wijaya Oktaviyani, Tri oktorianto, kevin widoni Pamungkas, Johan Pantjawati Sudarmaningtyas Pauladie Susanto Phompi Andinata Pietter, P. Earl Pietter, P. Earl Pradana, Yulyus Effendi Prastyo, Pangky Ari Wibowo Putra, Febri Pradana Putra, Febri Pradana Putro, Abid Eka Sukatno Ramadhanis, Puspayati Ramadhanis, Puspayati Ramzi, Muhammad Ramzi, Muhammad Rendi Haris Nofianto Reppy Reisa Rido, Alim Rahmat Rido, Alim Rahmat Rizky Ananto Putri Rizky Kurniawan Robiyanto Robiyanto, Robiyanto Rohmat Solikin Rudi Santoso, Rudi Saputro, Dedy Tri Saraswati, Dyah Lestari Sembiring, Rinawati Septian Adi Herlambang, Septian Adi setiawan, ashari SETIAWAN, BRAMASTA AGNANDA SETIAWAN, BRAMASTA AGNANDA SOLEHUDIN, SONY SOLEHUDIN, SONY Suarjaya, I Gede Sugiarto, Wahyu Rokhman Susanti, Ririn Susanti, Ririn Susanto, Ubaidillah Susianto Tri Resmana Syafi'i, Imam Tajuddin Akbar Tegar Heru Susilo Teguh Sutanto Triwibowo, Aris Viranda, Rizkyana Surya Vivine Nurcahyawati Wahyu Andy Yulianto Wahyu Setiawan Weny Indah Kusumawati Wirandha Ryan Pratama Wiyono, Reynaldi Arfian Agus Yoga Eka Saputra Yosefine Triwidyastuti Zamri Ibrahim, Mohd