Customer deposits are the backbone of the banking business and play a key role in the operation and prosperity of the financial sector, as the main source of funding for banks. The aim of this study is to analyze the factors that explain the unfavorable discrepancies between forecasts and actual customer deposits in Benin's primary banks. Data are collected by means of a questionnaire from a sample of one hundred and nine (109) banking professionals. The methodology used is based on frequentist analysis, correlation analysis and textual analysis. These analyses were carried out using three software packages: Excel for frequency analysis, R for correlation analysis and Python for textual analysis. The results obtained from the textual analyses show that the unsatisfactory customer experience, insufficient awareness of the bank's products, increased competition in the banking sector, the occurrence of unforeseen events and the precariousness of customers' resources, are explanatory factors for the above-mentioned discrepancies. Better communication on the bank's offerings, continuous innovation and capitalizing on the customer experience are some of the actions banks need to take to reduce the aforementioned gaps. However, this study has certain limitations, notably its specific sample of primary banks and the limited number of explanatory factors presented by this study.

Explanatory factors, customer resources, forecasts

Abdul Adzis, A., Sheng, L. E., & Abu Bakar, J. (2018). Bank lending determinants: Evidence from Malaysia commercial banks. Journal of Banking and Finance Management, 1(3), 36-48.

Arfaoui, N., Gnonlonfin, A., Piton, G., & Douai, A. (2022). Economic efficiency and financing of nature-based solutions: The case of the Brague watershed. Natures Sciences Sociétés, 30(3-4), 238-253. https://doi.org/10.1051/nss/2023010

Arnould, G. (2011). Georges Gloukoviezoff, L'exclusion bancaire. Le lien social à l'épreuve de la rentabilité. Lectures. https://doi.org/10.4000/lectures.5243

World Bank. (Director). (2012, April 19). Three quarters of the poor have no access to banking services, according to a new database (2012/400/DEC). https://www.banquemondiale.org/fr/news/press-release/2012/04/19/new-database-shows-three-quarters-of-worlds-poor-are-unbanked

Cali, C., Davradakis, E., Fenton, N., & El-Kourchir, A. (2018). The banking sector in Africa From financial inclusion to financial stability (4; pp. 1-260). European Investment Bank.

Calomiris, C., & Gorton, G. (1991). The Origins of Banking Panics: Models, Facts, and Bank Regulation (pp. 109-174) [NBER Chapters]. National Bureau of Economic Research, Inc. https://econpapers.repec.org/bookchap/nbrnberch/11484.htm

Catherine, F., & Reverien, N. (2022). Analyse de l'incidence des mecanismes de gouvernance bancaire sur la performance des banques commerciales au Burundi. Cahiers du CURDES, Cahiers du CURDES, 190-243.

Claessens, S. (2006). Access to financial services: A review of the issues and public policy objectives. The World Bank Research Observer, 21(2), 207-240.

Clauss, P., & Pansard, F. (2021). Banking economics: Financial analysis, regulation and risk management. Ellipses.

Coussergues, S., Bourdeaux, G., & Péran, T. (2017). Bank management. https://doi.org/10.3917/dunod.decou.2017.01

Fonteneau, A. (1982). The reliability of short-term macroeconomic forecasts: 12 years of French experience (1970-1981). Revue de l'OFCE, 2(1), 69-111. https://doi.org/10.3406/ofce.1982.926

Gloukoviezoff, G. (2009). L'exclusion bancaire: De quoi parle-t-on? A French perspective. Vie & sciences de l'entreprise, 182(2), 9-20. https://doi.org/10.3917/vse.13.0009

Guérineau, S., & Jacolin, L. (2014). Financial inclusion in sub-Saharan Africa: Stylized facts and determinants. Post-Print. https://ideas.repec.org//p/hal/journl/halshs-01167301.html

Kamel, D. B., & Hakim, M. (2005). What strategic visions for banking reform in Algeria.

Khelifa, I., & Boudour, N. (2018). Le role du tableau de bord dans L'amelioration de l'efficacite du système de controle de gestion / cas: la banque al-baraka. Le Manager, 5(1), 03-15.

Laamim, M. A., & Benbachir, S. (2021). Bank liquidity risk management: Implementation of a Stress Test program and quantification of capital requirements related to liquidity risk. Revue Internationale des Sciences de Gestion, 4(4), Article 4. https://revue-isg.com/index.php/home/article/view/830

Lawson, D. H. (2021). Credit risk, bank competition and monetary independence in African countries. Revue française d'économie, XXXVI(4), 129-179. https://doi.org/10.3917/rfe.214.0129

Monnier, P., & Mahier-Lefrançois, S. (2023). Techniques bancaires 2023. Dunod.

Mougin, Y., & Maillard, P. (2003). Processus : Les outils d'optimisation de la performance. Editions d'Organisation.

Oladele, P. O., & Akeke, N. I. (2012). A Post-Consolidation Assessment of Profitability in Nigerian Banks. Journal of Social and development Sciences, 3(1), 1-5.

Olokoyo, F. (2011). Determinants of Commercial Banks' Lending Behavior in Nigeria. International Journal of Financial Research 2 (2), 18. https://doi.org/10.5430/ijfr.v2n2p61

Pelletier, A., & Stijns, J.-P. (2018). Sub-Saharan African Banking Sectors: Results from a Survey of Banking Groups (J.-P. Stijns, B. Marchitto, & D. Revoltella, Eds.; pp. 13-46). European Investment Bank. https://research.gold.ac.uk/id/eprint/25077/

Rochet, J.-C., & Verdier, M. (2021). Banks, money and payments. Revue d'économie Financière, N° 142(2), 135-155.

Selmer, C. (2019). La boîte à outils du Contrôle de gestion. Dunod.

Ulwodi, D. W., & Muriu, P. W. (2017). Barriers of Financial Inclusion in Sub-Saharan Africa. Journal of Economics and Sustainable Development, 8(14), 66-81.