A Multi-Model Approach to English-Bangla Sentiment Classification of Government Mobile Banking App Reviews

ArXi:2604.13057v1 Announce Type: new For millions of users in developing economies who depend on mobile banking as their primary gateway to financial services, app quality directly shapes financial access. The study analyzed 5,652 Google Play reviews in English and Bangla (filtered from 11,414 raw reviews) for four Bangladeshi government banking apps. The authors used a hybrid labeling approach that combined use of the reviewer's star rating for each review along with a separate independent XLM-RoBERTa classifier to produce moderate inter-method agreement (kappa = 0.459.