This study explores the intricate relationship between emotional cues present in food delivery app reviews, normative ratings, and reader engagement. Utilizing lexicon-based unsupervised machine learning, our aim is to identify eight distinct emotional states within user reviews sourced from the Google Play Store. Our primary goal is to understand how reviewer star ratings impact reader engagement, particularly through thumbs-up reactions. By analyzing the influence of emotional expressions in user-generated content on review scores and subsequent reader engagement, we seek to provide insights into their complex interplay. Our methodology employs advanced machine learning techniques to uncover subtle emotional nuances within user-generated content, offering novel insights into their relationship. The findings reveal an inverse correlation between review length and positive sentiment, emphasizing the importance of concise feedback. Additionally, the study highlights the differential impact of emotional tones on review scores and reader engagement metrics. Surprisingly, user-assigned ratings negatively affect reader engagement, suggesting potential disparities between perceived quality and reader preferences. In summary, this study pioneers the use of advanced machine learning techniques to unravel the complex relationship between emotional cues in customer evaluations, normative ratings, and subsequent reader engagement within the food delivery app context.

In this paper advanced Sentiment Analysis techniques were applied to evaluate public opinions reported by rail users with respect to four major European railway companies, i.e., Trenitalia and Italo in Italy, SNCF in France and Renfe in Spain. Two powerful language models were used, RoBERTa and BERT, to analyze big amount of text data collected from a social platform dedicated to customers reviews, i.e., TrustPilot. Data concerning the four European railway companies were first collected and classified into subcategories related to different aspects of the railway sector, such as train punctuality, quality of on-board services, safety, etc. Then, the RoBERTa and BERT models were developed to understand context and nuances of natural language. This study provides a useful support for railways companies to promote strategies for improving their service.