Safira Raissa Rahmi

Customer sentiment analysis plays a pivotal role in the digital economy by offering comprehensive insights that inform strategic business decisions, optimize digital marketing initiatives, and improve overall customer satisfaction. We propose a large language model-based topic-level sentiment analysis framework. We employ a BERT-based model to generate contextualized vector representations of the documents, and then clustering algorithms are automatically applied to group documents into topics. Once the topics are formed, a GPT model is used to perform sentiment classification on the content related to each topic. The simulations show the effectiveness of this approach, where selecting appropriate clustering techniques yields more semantically coherent topics. Furthermore, topic-level sentiment polarization shows that 31.7% of all negative sentiment concentrates on the shopping experience, despite an overall positive sentiment trend.