BERTurk-Based Sentiment Analysis on E-Commerce Multi Domain Product Reviews

Year 2025, Volume: 25 Issue: 3, 497 - 509, 10.06.2025

Bekir Teke , Seda Nur Yazıcı , Gülseren Zamir , Ali Buğrahan Budak , Işıl Karabey Aksakallı

https://doi.org/10.35414/akufemubid.1537513

Abstract

Product reviews on e-commerce platforms constitute an important source of information for customers' shopping processes. Learning about the various features of products and evaluating user experiences makes shopping more reliable and provides sellers with valuable feedback on customer satisfaction. In order for sellers to make strategic decisions about their products, customer satisfaction and product feedback should be analyzed in detail. For this purpose, sentiment analysis methods are applied on the data to analyze the sentiment of the comments. In our study, sentiment analysis was performed using comments from the Trendyol e-commerce site. Our dataset was studied on a total of 73.398 data by extracting data from six different categories, namely Computer, Phone, Shoes, Clothing, Cosmetics, Sports and Outdoors, via Selenium. This dataset was divided into 80% training data and 20% test data.. The training set was validated with the fold cross-validation method. As a result of the experiments, among the traditional machine learning models, Support Vector Machines (SVM) achieved the highest accuracy rate with 88%, while the BERT model was determined as the most successful model with an accuracy rate of 95%.

Keywords

Natural language processing , Sentiment analysis , Machine learning , BERT.

Project Number

1919B012319774

Çok Alanlı E-Ticaret Ürün İncelemelerinde BERTurk Tabanlı Duygu Analizi

Abstract

E-ticaret platformlarındaki ürün yorumları, müşterilerin alışveriş süreçlerinde önemli bir bilgi kaynağı oluşturmaktadır. Ürünlerin çeşitli özellikleri hakkında bilgi edinmek ve kullanıcı deneyimlerini değerlendirmek, alışverişi daha güvenilir hale getirirken satıcılara da müşteri memnuniyeti konusunda değerli geri bildirimler sağlar. Satıcıların ürünleriyle ilgili stratejik kararlar alabilmesi için müşteri memnuniyeti ve ürünle ilgili geri bildirimlerin ayrıntılı bir şekilde analiz edilmesi gerekmektedir. Bu amaçla, yorumların duygu durumunu analiz etmek için veriler üzerinde duygu analizi yöntemleri uygulanmaktadır. Çalışmamızda, Trendyol e-ticaret sitesinin yorumları kullanılarak duygu analizi yapılmıştır. Veri setimiz, Selenium aracılığıyla Bilgisayar, Telefon, Ayakkabı, Giyim, Kozmetik, Spor ve Açık Hava olmak üzere altı farklı kategoriden veri çekilerek toplamda 73,398 veri üzerinde çalışılmıştır. Bu veri setinin %20'si test ve %80'i ise eğitim verisi olarak ayrılmıştır. Eğitim kümesi ise katlamalı çapraz doğrulama yöntemi ile doğrulanmıştır. Yapılan deneyler sonucunda geleneksel makine öğrenmesi modellerinden, en yüksek doğruluk oranını %88 ile Destek Vektör Makineleri (SVM) elde ederken, BERT modeli %95 doğruluk oranıyla en başarılı model olarak belirlenmiştir.

Keywords

Doğal dil işleme , Duygu analizi , Makine öğrenmesi , BERT.

Supporting Institution

TÜBİTAK

Project Number

1919B012319774

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