Abstract

Social media makes customer reviews more influential on public trust. Banks now safeguard their reputations differently. This work analyzes how NLP-driven sentiment analysis improves financial organizations' online perception monitoring, evaluation, and control. Financial institutions may make their services safer, more customer-friendly, and more tailored by categorizing user-generated data as positive, negative, or neutral. Case studies like UniCredit in Europe show that internet reviews affect brand equity and consumer loyalty. Advanced tools like AI, machine learning, and predictive analytics can help with marketing, service enhancements, and ideation. They also provide real-time monitoring and crisis prevention. It has trouble identifying irony, handling data privacy, and resolving moral dilemmas. Sentiment analysis in strategic decision-making improves trust, resilience, and transparency, according to research. Thus, sustainable and competitive banking requires real-time ethical reputation management.