A. M. N. H. Adhikari

Azmarah Rizvi, Navojith Thamindu, A. M. N. H. Adhikari et al.

Sentiment analysis is crucial for brand reputation management in the banking sector, where customer feedback spans English, Sinhala, Singlish, and code-mixed text. Existing models struggle with low-resource languages like Sinhala and lack interpretability for practical use. This research develops a hybrid aspect-based sentiment analysis framework that enhances multilingual capabilities with explainable outputs. Using cleaned banking customer reviews, we fine-tune XLM-RoBERTa for Sinhala and code-mixed text, integrate domain-specific lexicon correction, and employ BERT-base-uncased for English. The system classifies sentiment (positive, neutral, negative) with confidence scores, while SHAP and LIME improve interpretability by providing real-time sentiment explanations. Experimental results show that our approaches outperform traditional transformer-based classifiers, achieving 92.3 percent accuracy and an F1-score of 0.89 in English and 88.4 percent in Sinhala and code-mixed content. An explainability analysis reveals key sentiment drivers, improving trust and transparency. A user-friendly interface delivers aspect-wise sentiment insights, ensuring accessibility for businesses. This research contributes to robust, transparent sentiment analysis for financial applications by bridging gaps in multilingual, low-resource NLP and explainability.

F. A. Rizvi, T. Navojith, A. M. N. H. Adhikari et al.

Brand reputation in the banking sector is maintained through insightful analysis of customer opinion on code-mixed and multilingual content. Conventional NLP models misclassify or ignore code-mixed text, when mix with low resource languages such as Sinhala-English and fail to capture domain-specific knowledge. This study introduces a hybrid NLP method to improve keyword extraction, content filtering, and aspect-based classification of banking content. Keyword extraction in English is performed with a hybrid approach comprising a fine-tuned SpaCy NER model, FinBERT-based KeyBERT embeddings, YAKE, and EmbedRank, which results in a combined accuracy of 91.2%. Code-mixed and Sinhala keywords are extracted using a fine-tuned XLM-RoBERTa model integrated with a domain-specific Sinhala financial vocabulary, and it results in an accuracy of 87.4%. To ensure data quality, irrelevant comment filtering was performed using several models, with the BERT-base-uncased model achieving 85.2% for English and XLM-RoBERTa 88.1% for Sinhala, which was better than GPT-4o, SVM, and keyword-based filtering. Aspect classification followed the same pattern, with the BERT-base-uncased model achieving 87.4% for English and XLM-RoBERTa 85.9% for Sinhala, both exceeding GPT-4 and keyword-based approaches. These findings confirm that fine-tuned transformer models outperform traditional methods in multilingual financial text analysis. The present framework offers an accurate and scalable solution for brand reputation monitoring in code-mixed and low-resource banking environments.