Golden Gate Colleges 1

Senior High School Department

Chapter I

THE PROBLEM AND ITS BACKGROUND

Introduction

Cashier balancing is a process usually conducted in businesses

such as grocery stores, restaurants and banks that takes place at the

closing of business day or at the end of a cash register . Bank teller

provides account service to customer by receiving deposits and loan

payments, cashing checks, issuing saving withdrawals, recording night and

mail deposits. Cashiers duty is to receive payment by cash, check, credit

vouchers, or automatic debit. They are responsible to issue receipts,

refunds, credits or change due to customers and count money in cash

drawers at the beginning of shifts to ensure the amounts are correct and

that there is adequate change.

A cashier overage or shortage is the result of an unknown peso

difference between the total amount of transactions recorded and the total

amount of money collected. When this happen, he/she is either not playing

close enough attention, not skilled at cash handling or stealing from it .

Shortages in cash register are very common indicator of theft, especially if

 Golden Gate Colleges 2
Senior High School Department

there is no accountability process for cash reconciliation. However,

overages are not just free money, sometimes an overage indicates that

employees are overcharging customers with the intent to pocket the

excess at the end of the day unless they are very good; they will inevitably

make calculation errors, and you will end up with an overage.

If your cash register drawer comes up to short or you damage

merchandise, can your employer charge you for the loss? Under federal

law, the general rule applies; As long as the employee still earns at least

the minimum wage after deductions, there no rule against charging loses

and damage to the employee. Many states have adopted stricter rules,

however. Some states require employers to get the employees pay check .

Some allow these deductions only from an employee who assumes

responsibility for the loss.

When a cashiers drawer comes up short or over, the reaction of the

one involved should be determining what happened and why . When you

experience cash shortages or overages, you need to understand the

source of the discrepancies. You will report these in your income

statement based on a special account based on special account created to

track cash problems. You can begin to understand the reasons for cash
 Golden Gate Colleges 3
Senior High School Department

discrepancies on your income statement by examining cash handling in

your businesses. If the amount is small, you may have a cashier handler

who is simply making mistakes. A dishonest employee may take small

amounts as well to cover up to shortages by making them look like errors .

Tighten your cash handling controls at the point of purchase and retrain

any employees who have chronic cash handling problem.

If register is over or short from the beginning balance, shrink can

occur because of a direct loss to money that is on-hand . There are multiple

reasons as to what cause a register to be over or short: Scanner Error,

Incorrect change Given/Taken, Wrong Item Rang-up, Theft or Coupon

Error. Transactions not entered or an incorrect amount of change returned

to the costumer is frequently the cause of having a cash overage .

Shortages are more than likely caused by incorrect change given to the

customer. Another caused may be second or double

When an overage occurs you must be very diligent in determining

where why, and how. Many times the overage happened because a

customer was either over charged or was not given their proper change

back. Both of those occurrences are bad for business. Your customer must

be able to trust your store and be comfortable that you are honest and
 Golden Gate Colleges 4
Senior High School Department

accurate in your money handling. Another possibility when you are seeing

regular overages for a particular cashier is theft . This could also be the

case if a group of cashiers start having overages as they may be working

together.

In many businesses, they have established unique policies and

procedures to address cash variances on registers, in stopping cash

shortages, owners uphold a program that a cashier must reimburse the

location. It insures that cashiers are much more careful in handling

transactions, requires less disciplinary actions and does not require cash

audits and lengthy investigations. With this policy, they do not have to find

out whether it result dishonestly or carelessness.

A good cashier must be good at handling all the methods of

payment, recording the transactions properly, safeguarding against

external fraud with speed and accuracy, while providing exceptional

customer service. They should be supported with proper training,

performance evaluations and fair and consistent progressive discipline

program. Well trained cashiers who have a full understanding of their job

expectations and their audited performances are above set standards are

an asset to any organization.

 Golden Gate Colleges 5
Senior High School Department

Studies discussing human behaviour in the context of decision

making and problem facing also exist. Understanding the behaviour is

important as it not only spoils the performance of individual itself but also

affects the performance of others. Moreover, impact of human behaviour

on the performance of other employees and culture of the organization is

further debatable. This is the most dynamic variable of employees’

performance. It is commonly accepted that an individual with best genetic

characteristics and positive attitude towards job is influenced with the

behaviour of his peers and co-workers . Especially in this age of boundary

less businesses and global competition, factors influencing the

performance of employees cannot be ignored.

Every employer's dream would most likely be to have employees

with glowing behaviours, making management of employees an easy

task. While confessing an error can strike fear in the hearts of employees,

those who value their work, their word and their future with your company

will take responsibility and tell you the truth . Making errors may or may not

cause great problems with a project or with the company, in general, but

when an employee honestly and earnestly explains an oversight or

mistake they made, you will have a better understanding of the issue and,
 Golden Gate Colleges 6
Senior High School Department

even better, you understand that the employee values his integrity and

trust with them.

The study hopes to understand the proper handling of bank

employees toward shortages and overages transactions. The researchers

aim to possess and evaluate employees with their own selves and their

behaviour at work.

Statement of the Problem

This study aimed to assess the proper handling of bank employees

toward shortages and overages transaction in selected Batangas City

branches

Specifically, it sought to answer the following questions:

1. What is the profile of the respondents in terms:

1.1 Age:

1.2 Gender:

1.3 Civil Status:

1.4 Company Name:

1.6 Years of Service:

2. Why do Shortages and Overages occur?

 Golden Gate Colleges 7
Senior High School Department

3. How do the employees handle cash and check receipt and slips?

4. How do these rules being implemented in coping up such business

circumstances?

5. How do the employees behave when experiencing shortages and

overages?

Scope and Limitation

This study focused proper handling of bank employees toward

shortages and overages transaction in selected Batangas City braches.

The researchers focused on the proper handling and behaviour of the

employee in their workplace when it comes in tellering transactions . The

researchers chose employees within the selected bank branches in

Batangas City such as Eastwest Bank, Philippine Savings Bank, Thrift

Bank, Chinabank, Bank of Commerce, Robinsons Bank, Asia United Bank,

Rural Bank, Bangko Kabayan, Inc, Philippine National Bank and City State

Bank. The selection of the said branches was brought about by the fact

that these branches are only within the city area.

 Golden Gate Colleges 8
Senior High School Department

The limitation of this study is that these bank employees being

examined has gone through a specific test and had given a

questionnaire. Its main purpose is to analyse and study the proper

handling and behaviour of the employees in experiencing shortages and

overages. 

The researchers conducted a survey with the employees of the

selected bank branches in Batangas City between the ages of 20 to 40 .

The questions focused on the way they handle cash, drawers, slips and

receipt as well as on how they behave when experiencing discrepancies .

From the answer, the researchers determined the proper handling of the

employees toward shortages and overages

Significance of the Study

Shortages and Overages is some of the problems a teller in a bank

is experiencing. This study hopes to establish an understanding on the

proper handling of the employees in experiencing such

discrepancies. Furthermore, the study could be of importance to the

following:
 Golden Gate Colleges 9
Senior High School Department

To the bank employees, the results may enable them to assess and

evaluate their own selves with their behaviour at work . It may help them to

make decisions and recognize the things they have to do and the skills and

behaviour they have to possess at work.

To the bank client, the information will enable them to know what the

management is doing in order to response with these discrepancies . They

will have a trust with the company that the money they save is really safe

and secure.

To the future researchers, the ideas presented may be used as

reference data in conducting new researches or in testing validity of other

related findings. This study will also serve as their cross-reference that will

give them a background or an overview of the proper behaviour of

employees toward shortages and overages.

 Golden Gate Colleges 10
Senior High School Department

Conceptual Framework

In this study, the profile of the respondents such as the gender, age,

civil status, their position at their workplace, name of their company and

the year of their service are our prepared input and the proper handling of

bank employees toward Shortages and Overages.

For this study to be reliable and truthful the researchers used the

following process like questionnaire and percentage to find different data,

ideas and information that helped us to finish this study . The researchers

visited selected banks in Batangas City to conduct and give questionnaires

for them to answer. With the answers we have collected, we get its

frequency and percentage. The output is the highest percentage that we

get within the proper handling of the employees toward Shortages and

Overages which are Strict Cash, Check and Receipt Handling,

Safeguarding and Polices Implemented, Oversight and Reconciliation, and

Appropriate Behavioural Action in tellering transactions.

 Golden Gate Colleges 11
Senior High School Department

Input Process Output

Profile of the Questionnaire Strict Cash,

Respondents Check and
Frequency and Receipt Handling
Proper Handling Percentage
for bank Safeguarding the
employees toward Drawers and
shortages and Policies being
overages Implemented

Reconcilliation
and Auditing

Appropriate
Behavioural
Action

Figure 1. Behavioural Action

 Golden Gate Colleges 12
Senior High School Department

Definition of Terms

There are some terms that need to be defined in this study for clarity

and further understanding:

Accountability.  This term refers to an obligation or willingness

to accept responsibility or to account for one's actions (Merriam

Webster); In this study, it is used as accepting responsibility over

work.

Analytical Thinking. This term refers to a critical component of

visual thinking that gives one the ability to solve problems quickly and

effectively (Merriam Webster); In this study, it is used as the ability of the

mind to think quickly

Asset. This term refers to a property owned by a person or

company, regarded as having value and available to meet debts,

commitments, or legacies (Merriam Webster); In this study, it is used as

the property owned by a company

Bank. This term refers to a financial institution licensed to receive

deposits and make loans (Merriam Webster); In this study, it is used as

an institution where you can deposit and withdraw your money

 Golden Gate Colleges 13
Senior High School Department
Bank Teller. This term refers to an employee of a bank who deals

directly with customers (Merriam Webster); In this study, it is used as an

employee who receives the customer in a bank

Check. This term refers to a written, dated and signed instrument

that contains an unconditional order from the drawer that directs a bank to

pay a definite sum of money to a payee (Merriam Webster); In this study,

it is used as a paper to pay where the bank directs to a payee

Discrepancies. This term refers to a bank statement that has a

different balance than your own records of the account (Merriam

Webster); In this study, it is used as unequal balance in the records

Drawers. This term refers to a mechanical or electronic device for

registering and calculating transactions at a point of sale (Merriam

Webster); In this study, it is used as a device used by a cashier

Income Statement. This term refers to a financial statement that

reports a company's financial performance over a specific accounting

period (Merriam Webster); In this study, it is used as the financial

statement where the company’s financial performance was record.

 Golden Gate Colleges 14
Senior High School Department
Loan. This term refers to a thing that is borrowed, especially a

sum of money that is expected to be paid back with interest (Merriam

Webster); In this study, it is used as a money debt

Reconciliation.  This term refers to the key process used to

determine whether the money leaving an account matches the amount

spent, ensuring the two values are balanced at the end of the recording

period (Merriam Webster); In this study, it is used as auditing the money

and ensuring that it is balanced within the recorded one

Voucher. This term refers to a small printed piece of paper that

entitles the holder to a discount or that may be exchanged for goods or

services (Merriam Webster); In this study, it is used as a discount coupon

Chapter II
 Golden Gate Colleges 15
Senior High School Department
REVIEW OF RELATED LITERATURE AND STUDIES

This chapter includes a discussion of the bank tellers, their job

performance, followed by their organizational behaviour. In addition, the

chapter will include the causes, controls, and policies of such problems like

shortages and overages. The chapter will conclude with recommended

prevention and intervention techniques for responding to this matter.

Conceptual Literature

Koutoupis, A., G., & Tsamis (2009) state internal audit needs to

focus on risks, rather than compliance activities using a cyclical approach .

Banks are requested to have certain amount of capital ratio, this ratio

should be within certain limits otherwise bank will have liquidity problem .

Another important responsibility of internal auditor is to ensure that bank

capital adequacy and liquidity is sufficient . Auditor should do stress testing

on capital amount so they can see how much more it can drop or increase.

A well-managed Cash Reserve Fund function often goes together

with a strong internal control environment. Despite the limited financial

materiality, the fund includes significance that goes beyond its size. A
 Golden Gate Colleges 16
Senior High School Department
regular audit of the Cash Reserve Fund function can help ensure the

cash is used correctly, stored appropriately, and handled by authorized

employees. (Danka 2012.)

Small businesses are exposed to risk of fraud because of the lack of

internal controls. There are often no checks, and a single operator can

handle accounts receivable, bank reconciliations and payroll. In most

cases, internal controls can help to prevent the business from fraud losses .

(Mahany 2012, 30.)

Fraud is a risk that almost every business could have . Banks are

particularly vulnerable to fraud, especially occupational fraud because they

often lack the resources needed to provide through oversight of the

business. It could affect small business even more often than it could affect

large companies, because of the lack of resources hinders small

businesses’ ability to implement internal controls and hire additional

personnel in order to segregate incompatible duties . It also occurs due to

the overwhelming amount of trust that small businesses afford their

employees. The most common reason losses happen is that only one

person is responsible for the business’s financial management . This

absence of separation of duties in the business’s financial management

 Golden Gate Colleges 17
Senior High School Department
gives the individual both access to and custody of the business’s assets

providing an opportunity to commit fraud. (Hrncir, T. 2012, 61-63.)

Lacotelli M. (2009) Preventive controls are measures put in place by

management to deter and prevent noncompliance with directives, policies

and procedures. These preventive controls are intended to prevent risk of

error, frauds and irregularities from occurring in transactions and

prevention of loss. These preventive controls are in the form of segregation

of duties, proper authorization and approval, establishment of

organizational chart to allocate jobs to responsible officers, adequate

documentation, physical control over assets and constant training of staff.

Employee’s performance and satisfaction are likely to be higher if

their values fit with the organizational. The person who places great

importance on imagination, independence, and freedom is likely to poorly

match with and organization that seeks conformity from its employees.

Managers are more likely to appreciate, evaluate positively and allocate

rewards to employees who fit. This argues for management to seek the

candidate who has not only the ability experience, and motivations to

perform but also a value system compatible w/ the organization.

(Organizational Behavior, 2011)

 Golden Gate Colleges 18
Senior High School Department
An understanding of internal control helps the auditor to identify

potential misstatements and factors that affect the risks of material

misstatement and also, to develop further procedures of the audit. It is

widely accepted that the reasonable way to deal with internal control

deficiencies is to express them in a written form to those people who are

connected with company management . The most suitable way is to write a

report to management, using guidance of the International Standard on

Auditing 265 (Communicating deficiencies in internal control to those

charged with governance and management). ISA 265 state that the

objective of the auditor is to communicate appropriately concerning

identified deficiencies in internal control . A deficiency in internal control

appears when the control is created and integrated in such a way that it is

difficult to detect and correct misstatements in the financial documents on

a timely basis. A significant deficiency in internal control, usually, appears

to be the auditor’s professional judgement concerning the problems, which

are of sufficient importance to attract the attention of management. (ACCA,

2014, 159,172)

According to Stoppler (2011), generally stress is said to contain

external and internal factors. External factors comprise the physical

 Golden Gate Colleges 19
Senior High School Department
atmosphere such as challenges, difficulties, and expectations that

confronted by people on a day-to-day basis. Internal factors confirm body's

ability to retort to, and cope with, the external stress-inducing factors.

Internal factors that influence the power to handle stress consist of

nutritional standing, overall health and fitness levels, emotional well-being,

and also the quantity of sleep and rest that a person get

Banking sector all across the globe has become vulnerable to the

fraudulent actions. Rising uncertainties and development of more

instruments have pressurized the banking organizations to look for the

appropriate internal measures to transform their business organization as

risk and uncertainty proof. Internal control and risk management are

identified as two crucial aspects. In contemporary globalised market,

banking management is required to have working knowledge of the risk

management instruments in order to mitigate the level of risk . (Mohammed

Bayyoud, Nermeen Ahmad Sayyad, 2015)

Related Literature

Published on “Open University of Tanzania” (2013) “Impact of

Employee Motivation on Job Performance in Tanzania Banking Sector” pp

 Golden Gate Colleges 20
Senior High School Department
20 by Buguza Massudi Mohamedi, The banks plays an important role in

world wide economies and their employees are the best source of

delivering good services to their customer . Excellent services provided by

employees can create a positive perception and ever lasting image in the

eyes of banks customers. The motivation of banks employee plays a major

role in achieving high level of satisfaction among its customers.

Internal control encompasses the policies and procedures that an

organization establishes to ensure that it operates in accordance with

management’s intentions and that accountability is maintained for all

transactions. This includes the methods adopted by the organization to

safe guard its assets, to check the accuracy and reliability of its accounting

data, to promote operational efficiency, and to encourage adherence to

prescribed managerial policies.

Published on “St. Mary’s University Colleges” (2013) “Research

Paper On Internal Control Over Cash In Awash International Bank Share

Company” pp 21-22 by Terengo Asmare, Cash, the most liquid asset and

prone to theft or misplacement. Accordingly it is important to have internal

control to authorized personnel.

 Golden Gate Colleges 21
Senior High School Department
Because cash is negotiable readily spend able and sassily

transported it is important for proper internal control to be in place to

protect this asset. Accordingly it is the policy of the company that the

following internal control over cash is implemented throughout the

organization. Access to cash must be limited all funds should be kept

secure at all-time fund should be kept in safe locked box . All funds except

for the imprested cash must be deposited in accordance with the daily

deposit policy. Cash operation must be subject to daily supervisory review

to minimize the potential for mistakes in cash operation and /or

misappropriation of cash, cash duties should be separated among

employee so that in all instances one person will check the work performed

by another. All cash must be completely and accurately recorded in the

financial records of the company to insure this transmittal form should be

prepared.

Published on “Valkeakoski” (2014) “Internal Cash Management and

Control Including Implementation of a Software Program” pp 5 Maria

Dmitrieva, The importance of internal control and cash management in the

company, even small, cannot be neglected. Each year it saves for

companies a great deal of money and helps to keep records in order. It is

 Golden Gate Colleges 22
Senior High School Department
widely known that no matter what is the size of the organization, any

business entity would only succeed if it controlled and managed its cash

resources appropriately. Among other aspects, the inflow and outflow of

cash are of a prime importance in any business because those areas are

susceptible to fraud, theft and misstatement most of all. This situation

occurs because the majority of the organization’s top managers nowadays

tend to neglect importance and strength of internal control . However,

means of internal control influence the level of success and effective

management of cash resources of the business entity.

Published on “Eastern Mediterranean University, Gazimağusa, North

Cyprus” (2016) “An Analysis of the Internal Audit and Internal Control

Systems of Banks in TRNC” pp 1-3 by Ali Argun, During the last three

decades banks management and operation have evolved due to financial

liberalization, globalization and technological innovations . These

improvements, although brought many benefit they also created higher

uncertainty, thus banks’ risk has increased. The increase in the risk

exposed by banks, forced banks and Central Banks to innovate new risk

management techniques and increased the importance of internal control

and internal auditing. The proper functioning of these units is very

 Golden Gate Colleges 23
Senior High School Department
important for banks regulators to create safe and sound financial systems .

The significance of concentrating on internal auditing and internal control

has become essential function for an efficient and proper bank

management.

Internal auditing is the department that monitors banks’ internal

control system. Internal audit unit assure adequacy and compliance with

the banks policies and procedures . Internal audit is the most important

department of banks which acts as eyes of senior management and the

board of directors on overall activity of the bank.

Published on “Department of Business and Management Studies,

Faculty of Communication and Business Studies, Trincomalee Campus,

Eastern University Sri Lanka” (2016) “A Study on Effectiveness of the

Internal Control System in the Private Banks of Trincomalee” pp 3 by Mrs.

S. Kumuthinidevi, Senior Lecturer GII, Effective internal controls are the

foundation of safe and sound banking. A properly designed and

consistently enforced system of operational and financial internal control

helps a bank’s board of directors and management to safeguard the bank’s

resources, produces reliable financial reports, and complies with laws and

regulations. Effective internal controls also reduce the possibility of

 Golden Gate Colleges 24
Senior High School Department
significant errors and irregularities and assist in their timely detection

frauds and error. The internal control system is equally important to the

management and the auditor concerned. It helps to the organization to

meet its own goals more effectively.

Published on “Warri metropolis” (2015) “Internal control and fraud

prevention in Nigerian business organizations” by Ozigbo, S.a, It was

discovered that internal control has a significant relationship with fraud

prevention. Internal control was a necessary safeguard which assures

absentee owners of business that their fund is being utilized efficiently . It

was recommended among others that proper accounting record should be

kept at all times and authorization and approval limits of jobs and funds

should be setup and communicated to all concerned interest groups.

Published on “Addis Ababa University School of Graduate Studies

Department of Accounting and Finance” (2015) “Assessment of Internal

Control Effectiveness in Selected Ethiopian Public Universities” by Tsedal

Lemi, Internal Control is a policy, methods and practices employed for

attainment of organizational objectives. These objectives are ensuring

operational efficiency, safeguarding assets and adherence to rules and

regulations. Both government and private institutions need a guarantee

 Golden Gate Colleges 25
Senior High School Department
that the internal control system in their institutions is effective enough in

attaining such objectives. As indicated in literature, customarily the

management of organizations performs this task through monitoring the

effectiveness of internal control they designed.

Published on “Master of Science Degreein Finance of Kenyatta

University (2017) “Internal Controls and Financial Performance of

Commercial Banks in Kenya” by DM Muthusi, Risk assessment strategies

adopted in commercial banks also affects the level of the commercial

banks’ performance. Banks with effective measured of risk assessment in

their operations are in better performance chances as these are able to

detect risks in their operations that might contribute to their losses and

therefore will put in place measures to deal with these risks. With minimal

risks in operation, a bank is guaranteed with increased financial

performance.

Synthesis

The banks plays an important role in world wide economies and their

employees are the best source of delivering good services to their

customer Rising uncertainties and development of more instruments have

pressurized the banking organizations to look for the appropriate internal

 Golden Gate Colleges 26
Senior High School Department
measures to transform their business organization as risk and uncertainty

proof. Internal control encompasses the policies and procedures that an

organization establishes to ensure that it operates in accordance with

management’s intentions and that accountability is maintained for all

transactions.

A properly designed and consistently enforced system of operational

and financial internal control within the employees helps a bank’s board of

directors and management to safeguard the bank’s assets, produces

reliable financial reports, and complies with policies and rules . Effective

cashier also reduces the possibility of significant errors, and irregularities,

improper behaviour and assist in their timely detection frauds and error.
 Golden Gate Colleges 27
Senior High School Department
Chapter III

METHODOLOGY OF THE STUDY

This chapter contains the process of the researchers on how they

conduct their study. This includes the description of the research design,

subject of the study, research instrument, data gathering and statistical

treatment of data

Research Design

A descriptive research methodology was used for this study . A

survey was administered to selected bank employees. The researchers

used a variety of methods to increase the validity of the results.

The researchers visit the Branches of bank in Batangas City to

conduct a survey with their employees . The researchers have given

questionnaires to the employees that helped us to gather data and

information about the uses of it to them . The researchers got their desired

answers about the shortages and overages, in terms of tellering, and their

proper handling toward this.

 Golden Gate Colleges 28
Senior High School Department
Subject of the Study

The respondents in the research are bank employees from 20 years

to 40 years old with researchers chose to be independent of the grouping

of respondents according to the person to consider include the type of

research respond. The employees that have studied are only from the

branches in, Batangas City.

Research Instrument

This chapter method of recruitment of a data starts with making

paragraphs and followed by various instruments to correct the order of

questions and you cope with it. The researchers tried to visualize and

analyse the knowledge and insight of the employees.

The researchers also make papers that contains some questions

concerning to the employees, by written questions to the paper . The main

used in the research survey is to have the updates to the information about

their proper handling towards shortages and overages in tellering

transactions
 Golden Gate Colleges 29
Senior High School Department
Data Gathering

Survey has been administered to the employees of bank branches in

Batangas City. The researchers have given questionnaire that helped us to

gather data and information about their behaviour. The researchers also

find their percentage.

Statistical Treatment of Data

The data that was gathered and treated statistically used various

formulas. The researchers used the following tools:

Relative Frequency. It is descriptive statistics that would be used to

indicate the proportions of the employees with regards to their age,

gender, civil status, company name and years of service. The computed

relative frequency will be expressed in percentage (%) . It will be used to

find out the distribution of the respondents according to their profile

Percentage. It was used to determine the frequency distribution on

the demographic profile of the respondents having similar respondents to a

particular question with formula:

 Golden Gate Colleges 30
Senior High School Department
Formula: p = f/n x 100

Where:

p = percentage

f = frequency

n = total number of respondents

100 = constant multiple

 Golden Gate Colleges 31
Senior High School Department
Chapter IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the result, analysis and interpretation of data

necessary in attaining the objectives of the paper . The interpretation of

data using statistical tools that gives in order to have more meaningful

study that will serve as a basis to make an interpretation to data.

1. Profile of the Respondents

The researchers wanted to determine the demographic profile of

respondents in terms of age, sex, civil status, company name and number

of years in service.

1.1 Age

The frequency distribution of respondents according to age is

determined in the study.

 Golden Gate Colleges 32
Senior High School Department
Table 1

Distribution of Respondents in Terms of Age

Age Frequency Percentages

20-25 13 43
26-30 12 40
31-35 5 17
Total 30 100

Table 1 shows that the respondents whose age range is from 20-25

years old are thirteen (13) or 43 percent and twelve (12) of them are

ranging from 26-30 years old or 40 percent . And the rest are 31-35 years

old which is 17 percent with frequency of five (5) . Based on the

observation, majority of the respondents are 20-25 years old.

1.2 Gender

The frequency distribution of respondents according to gender is

determined in the study.

Table 2

Distribution of Respondents in Terms of Gender

Gender Frequency Percentage

 Golden Gate Colleges 33
Senior High School Department
Female 21 70
Male 9 30
Total 30 100

Table 2 shows the respondents whose gender is female constituted

70percent with the frequency of twenty one (21) and the rest are male

which is 30 percent with the frequency of nine (9) . Based on the

observation, majority of the respondents are female.

1.3 Civil Status

The frequency distribution of respondents according to civil status is

determined in the study.

Table 3

Distribution of Respondents in Terms of Civil Status

Civil Status Frequency Percentage

Single 15 50
Married 15 50
Total 30 100

Table 3 shows the respondents whose civil status is single

constituted with 50 percent with the frequency of fifteen (15) and the rest

are married which is also 50 percent or fifteen (15) respondents.

1.4 Company Name

The frequency distribution of respondents according to company

name is determined in the study.

 Golden Gate Colleges 34
Senior High School Department
Table.4

Distribution of Respondents in Terms of Company Name

Name of Company Frequency Percentage

Eastwest Bank 5 16.67
Philippine Savings
4 13.32
Bank
Thrift Bank 4 13.32
Chinabank 3 10
Bank of Commerce 2 6.67
Robinsons Bank 2 6.67
Asia United Bank 2 6.67
Rural Bank 2 6.67
Bangko Kabayan, Inc 2 6.67
Philippine National
2 6.67
Bank
City State Bank 2 6.67
Total 30 100

Table 4 shows the respondents who’s from the Eastwest Bank

constituted to 16.67 percent with the frequency of five (5). There are four

(4) respondents or 13.32 percent from Philippines Savings Bank and Thrift

Bank. Respondents from Chinabank constituted 10 percent with the

frequency of 3. There are two (2) or 6.67 percent of the respondents are

from Bank of Commerce, Robinsons Bank, Asia United Bank, Rural Bank,

Bangko Kabayan, Inc, Philippine National Bank and City State Bank.
 Golden Gate Colleges 35
Senior High School Department
2. Respondents Assessment on Proper Handling of Bank

Employees

This part shows how the respondents assessed the proper handling

of bank employees in terms of shortages and overages, cash and check

receipt and slip handling, policies and rules, and their behavioral action.

2.1 Shortages and Overages

The responses of the bank employees with regards to their proper

handling in terms of shortages and overages are determined in the study.

Table 5

Proper Handling of Bank Employees in Terms of Shortages and

Overages

Shortages and Overages Percentage Interpretation

1. Do you periodically counted your cash
100 Always
drawers?
2. Do you safeguard your drawers when

unattended – including end of shift, 96.67 Always

lunch, bathroom breaks, etc.?
3. How often do you count the money that 96.67 Always
 Golden Gate Colleges 36
Senior High School Department
was given to you by the client?
4. Do cash counts documented? 96.67 Always
5. How often do you lock your drawers? 96.67 Always
6. Do all overages and shortages recorded
96.67 Always
in a log?
Composite Percentage 97.22 Always

Table 5 shows that the bank employees always do the given

questions and gained the composite percentage of 97 .22. “They always

periodically counted their cash drawers” gained the highest percent of 100

percent. While the least frequently statement are “They always safeguard

their drawers when unattended – including end of shift, lunch, bathroom

breaks, etc, they count the money that was given to them by the client,

cash counts documented, they lock their drawers, and all overages and

shortages recorded in a log” which has 96.67 percent.

2.2 Cash and Check Receipt and Slip Handling

The responses of the bank employees with regards to their proper

handling in terms of cash and check receipt and slip handling are

determined in the study.

Table 6
 Golden Gate Colleges 37
Senior High School Department
Proper Handling of Bank Employees in Terms of Cash and Check

Receipt and Slip Handling

Cash and Check Receipt and Slip

Percentage Interpretation
Handling
7. Does your receipt books safeguarded
93.33 Always
when unattended?
8. Do you reconcile your cash register

summary reports to the cash count at 100 Always

the close of a shift?
9. Are the following cash register controls

used:
90 Always
a. Do you still keep the voided copies of

receipts?
b. Do you stamped the check before
100 Always
putting it in the cash drawer?
10. Do cash counted and verified when
96.67 Always
you receive your drawers?
11. Does duplicate copy of receipt
86.67 Always
given for all transactions?
Composite Percentage 94.44 Always
 Golden Gate Colleges 38
Senior High School Department
Table 6 shows that the bank employees always do the given

questions and gained the composite percentage of 94 .44. The statement

“They reconcile their cash register summary reports to the cash count at

the close of a shift and stamped the check before putting it in the cash

drawer” has 100 percent which means that all the respondents always do

this work. While the least frequently statement is “Duplicate copy of receipt

is always given for all transactions” which has 86.67 percent.

2.3 Policies and Rules Implemented

The responses of the bank employees with regards to their proper

handling in terms of policies and rules implemented are determined in the

study.

Table 7

Proper Handling of Bank Employees in Terms of Policies and Rules

Implemented

Policies and Rules Implemented Percentage Interpretation

12. Do the management let you fill in or

take up money from your drawer when 93.33 Never

there is a discrepancy?
13. Are all resulting discrepancies
100 Always
immediately reported?
 Golden Gate Colleges 39
Senior High School Department
14. Do you have access to, and

knowledge of, the applicable bank 100 Always

policies?
15. Do you follow the rules of the
100 Always
bank?
16. Have you ever conducted an action

that is not appropriate to the rules given 76.67 Never

to you?
17. Are you opted to check the

transactions you had when there is a 96.67 Always

discrepancy?
Composite Percentage 94.44 Always

Table 7 shows that the bank employees always and never do such

works and gained the composite percentage of 94.44. All resulting

discrepancies immediately reported, they have access to, and knowledge

of, the applicable bank policies and they follow the rules of the bank has

100 percent which means that all the respondents always do this work .

While the least frequently statement is “They conducted an action that is

not appropriate to the rules given to them” which has 76.67 percent which

means that the respondents never do this work.

 Golden Gate Colleges 40
Senior High School Department
2.4 Behavioural Action

The responses of the bank employees with regards to their proper

handling in terms of behavioural action are determined in the study.

Table 8

Proper Handling of Bank Employees in Terms of Behavioural Action

Behavioural Action Percentage Interpretation

18. In handling and answering with the

problems and issues in tellering

90 Always
transactions, how do you behave?

a. The Achiever: Self-control

b. Careful 96.67 Always
c. Stress Tolerance 76.67 Always
d. Calm 86.67 Always
e. The Performer: Cooperation 96.67 Always
f. The Analytical: Analytical Thinking 100 Always
Composite Percentage 91.11 Always

Table 8 shows that the bank employees always do the given

questions and gained the composite percentage of 91 .11. In handling and

answering with the problems and issues in tellering transactions, they

 Golden Gate Colleges 41
Senior High School Department
behave; The Analytical: Analytical Thinking has 100% which means that all

the respondents always behave like this. While the least frequently

statement is “In handling and answering with the problems and issues in

tellering transactions, they behave; stress tolerance” has 76.67 percent.

 Golden Gate Colleges 42
Senior High School Department

Chapter V

SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

This chapter contains the summary, findings, conclusions of the

study based on the proper handling of bank employees toward shortages

and overages transactions in selected Batangas City branches . A

summary of the research is presented, and findings of the study are

discussed and interpreted. Recommendations for further research end the

chapter.

Summary

A cashier overage or shortage is the result of an unknown peso

difference between the total amount of transactions recorded and the total

amount of money collected. When this happen, he/she is either not playing

close enough attention, not skilled at cash handling or stealing from it .

They should be supported with proper training, performance evaluations

and fair and consistent progressive discipline program . Well trained

cashiers who have a full understanding of their job expectations and their

audited performances are above set standards are an asset to any

 Golden Gate Colleges 43
Senior High School Department
organization. A good cashier must be good at handling all the methods of

payment, recording the transactions properly, safeguarding against

external fraud with speed and accuracy, while providing exceptional

customer service. This study hopes to establish an understanding on the

proper handling of the employees in experiencing such discrepancies.

A descriptive research methodology was used for this study . A

survey was administered to selected bank employees in Batangas City .

We used a variety of methods to increase the validity of the results . The

total number of respondents is 30 bank employees of selected branches of

banks. The findings show that majority of the respondents are 20-25 years

old and majority of the respondents were female. The researcher assessed

how the respondents assessed the proper handling of bank employees in

terms of shortages and overages, cash and check receipt and slip

handling, policies and rules, and their behavioral action.

Based from the result of the study, “They always periodically

counted their cash drawers, they reconcile their cash register summary

reports to the cash count at the close of a shift, stamped the check before

putting it in the cash drawer, all resulting discrepancies immediately

reported, they have access to, and knowledge of, the applicable bank
 Golden Gate Colleges 44
Senior High School Department
policies, they follow the rules of the bank and in handling and answering

with the problems and issues in tellering transactions, they behave; The

Analytical: Analytical Thinking” gained the highest percent of 100 percent

which means that they always do this at work.

Findings

From the information obtained and analysed, the study has come up

with several essential findings that are important to arrive at good

conclusions and recommendations

1. Profile of the Respondents

1.1 Age. The respondents whose age range is from 20-25 years

old are thirteen (13) or 43 percent and twelve (12) of them are ranging

from 26-30 years old or 40 percent . And the rest are 31-35 years old

which is 17 percent with frequency of five (5) . Based on the observation,

majority of the respondents are 20-25 years old.

1.2 Gender. The respondents whose gender is female constituted

70 percent with the frequency of twenty one (21) and the rest are male

which is 30 percent with the frequency of nine (9) . Based on the

observation, majority of the respondents are female.

 Golden Gate Colleges 45
Senior High School Department

1.3 Civil Status. The respondents whose civil status is single

constituted with 50 percent with the frequency of fifteen (15) and the rest

are married which is also 50 percent or fifteen (15) respondents.

1.4 Company Name. The respondents who’s from the Eastwest

Bank constituted to 16.67 percent with the frequency of five (5). There

are four (4) respondents or 13.32 percent from Philippines Savings Bank

and Thrift Bank. Respondents from Chinabank constituted 10 percent

with the frequency of 3. There are two (2) or 6.67 percent of the

respondents are from Bank of Commerce, Robinsons Bank, Asia United

Bank, Rural Bank, Bangko Kabayan, Inc, Philippine National Bank and

City State Bank.

2. Respondents Assessment on Proper Handling of Bank

Employees

2.1 Shortages and Overages. The bank employees always do

the given questions and gained the composite percentage of 97 .22.

“They always periodically counted their cash drawers” gained the

highest percent of 100 percent. While the least frequently statement are
 Golden Gate Colleges 46
Senior High School Department
“They always safeguard their drawers when unattended – including end

of shift, lunch, bathroom breaks, etc, they count the money that was

given to them by the client, cash counts documented, they lock their

drawers, and all overages and shortages recorded in a log” which has

96.67 percent.

2.2 Cash and Check Receipt and Slip Handling. The bank

employees always do the given questions and gained the composite

percentage of 94.44. The statement “They reconcile their cash register

summary reports to the cash count at the close of a shift and stamped

the check before putting it in the cash drawer” has 100 percent which

means that all the respondents always do this work . While the least

frequently statement is “Duplicate copy of receipt is always given for all

transactions” which has 86.67 percent.

2.3 Policies and Rules Implemented. The bank employees

always and never do such works and gained the composite percentage

of 94.44. All resulting discrepancies immediately reported, they have

access to, and knowledge of, the applicable bank policies and they

follow the rules of the bank has 100 percent which means that all the
 Golden Gate Colleges 47
Senior High School Department
respondents always do this work. While the least frequently statement is

“They conducted an action that is not appropriate to the rules given to

them” which has 76.67 percent which means that the respondents never

do this work.

2.4 Behavioural Action. The bank employees always do the

given questions and gained the composite percentage of 91 .11. In

handling and answering with the problems and issues in tellering

transactions, they behave; The Analytical: Analytical Thinking has 100%

which means that all the respondents always behave like this. While the

least frequently statement is “In handling and answering with the

problems and issues in tellering transactions, they behave; stress

tolerance” has 76.67 percent.

Conclusion

The researchers therefore conclude that based on the data and

information we get from the different research design we use specifically

the questionnaire and also from the ideas we got from the internet that

shortages and overages occur because they don’t always safeguard their
 Golden Gate Colleges 48
Senior High School Department
drawers when unattended – including end of shift, lunch, and bathroom

breaks, etc., count the money that was given by the client, cash counts

documented, lock their drawers and overages and shortages recorded in a

log. In handling cash and check receipt and slips, the employees always

reconcile their cash register summary reports to the cash count at the

close of a shift and stamped the check before putting it in the cash drawer .

In coping up such business circumstances, the policies and rules

implemented through all resulting discrepancies always immediately

reported, they all have access to, and knowledge of, the applicable bank

policies, and follow the rules of the bank . When experiencing shortages

and overages, employees behave and have analytical thinking.

Recommendations

In the light of the findings and conclusions drawn in this study, the

following recommendations are hereby offered:

1. For the bank employees, think of every decision you make and

recognize the skills and behaviour you have to possess at work.

2. Practice being calm and having stress tolerance especially when

you are at your workplace.

 Golden Gate Colleges 49
Senior High School Department
3. For the bank management, have a team building or a seminar

wherein your employees can practice stress tolerance.

4. For the bank client, the bank management is doing their best in

order to response with the discrepancies. Trust the banks because

the money you save is really safe and secure

5. For the future researcher, you can use this as your guide and

resource for your study and you may take further studies about this

topic.