Account representative roles , e filling and MSMEs in tax compliance

MSMEs contribute more than 60% of economic growth. 99% of business operators in Indonesia are MSMEs. However, the contribution of MSMEs in tax revenue is still low. The government has sought to improve tax compliance for the MSME sector by the existence of an Account Representative position (AR) and an online reporting system, namely E Filling. This study aims to determine whether the role of Account representative (AR) and the use of E Filling can affect the compliance of MSMEs in reporting tax. The data used are MSMEs in the area of the Primary Tax Office in Duren Sawit. The number of questionnaires distributed was 120 and could be processed was 95 questionnaires. The analytical tool used is the Structure Equation Model (SEM). The results conclude that the value of the role of AR and the use of E-Filling affect the compliance of MSMEs in reporting taxes partially and simultaneously. © 2019 by the authors. Licensee Bussecon International, Istanbul, Turkey. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution 4.0 International license (CC BY) (http://creativecommons.org/licenses/by/4.0/).


Introduction
Tax is the main source of government revenue in Indonesia. Taxes are used to finance government expenditure in order to achieve public welfare. Tax contributions in financing government expenditures are expected increase from year to year. In 2018 income from the tax sector is able to fund government expenditures of around 75%, and contribute 85% to total government revenues. The government especially the directorate general of tax expects taxpayers to increase their compliance in paying taxes.
MSMEs or Micro, Small and Medium Enterprises are an important economic driver in Indonesia. MSMEs contribute more than 60% of economic growth. 99% of business operators in Indonesia are MSMEs. The contribution of MSMEs in tax revenue is not directly proportional to the contribution to the growth rate. The contribution of MSMEs in tax revenues reached 6 trillion from tax revenues amounting to 1,350 trillion. The Directorate General (DG) of Taxes stated that the number of Micro, Small and Medium Enterprises (MSME) reached around 60 million and contributed as much as 60% of Gross Domestic Product (GDP). However, only 1.5 million were recorded as taxpayers with a contribution of 2.2% to the total income tax income paid by themselves (https://www.republika.co.id/berita/ekonomi/ korporasi/18/06/27/pazc5i383-kepatuhan-pengusaha-umkm-membayar-pajakrendah). This means there are still many MSMEs that do not yet understand their obligations as taxpayers, or are still low in tax compliance.
Previous research on factors that influence taxpayer compliance has been carried out by several researchers. Research conducted by Hendri (2016) found that taxpayer knowledge and awareness had a significant effect on taxpayer compliance. Research by Purnaditya and Rohman (2015) found that taxpayer knowledge affects the compliance of MSMEs. The research conducted by Aismawanto (2018) produced different conclusions from previous studies, namely the factor of knowledge and awareness did not affect the compliance of MSMEs.
The Indonesian government through tax reform sought to improve taxpayer compliance. Reformation is carried out through the modernization of tax administration. Modernization of tax administration covers 4 aspects, namely modernization of organizational structure, information and communication technology, Human Resources Management and Good governance. Account representatives and e filling are forms of implementation of modernization of tax administration in the organizational structure and information and communication technology. Account Representative (AR) are employees at the Directorate Of General Tax who carry out the functions of guidance, consultation and supervision of Taxpayers according to PMK Regulation of the Minister of Finance No. 206.2 / PMK.01 / 2014 concerning Organizations and Work Procedures of Vertical Directorate General of Taxes AR functions as a liaison between the Tax Service Office and the taxpayer. (Purwono, 2010: 19). But in some cases there are many tax payer reluctant to consult about the tax issues they face, there are many factors that cause Tax Payer to be reluctant to consult with AR.
The Directorate General of Taxes (DGT) has facilitated Taxpayers by creating an electronic tax reporting system (e-Filling). This system aims to provide online (Letter of Notice) SPT reporting facilities to taxpayers (Lie and Sadjiarto, 2013: 2 This study aims to determine whether the account representative and the obligation to report in e filling can affect the taxpayer's compliance in carrying out their tax obligations. The study was conducted on the behavior of MSMEs in the area of the Primary Tax Service Office Duren Sawit. This research is very useful for DGT in establishing a policy in order to improve taxpayer compliance and can provide input in the implementation of AR duties and the development of e filing. The hypothesis in this study is H1: There is a positive influence on the role of Account Representative (AR) on taxpayer compliance in the MSME sector; H2:. There is a positive effect of Reporting Using the e-Filing system for tax compliance in the MSME sector; H3: There is a positive influence on the role of Account Representative and Reporting Using e-Filing on taxpayer compliance in the MSME sector

Micro, Small and Medium Enterprises (MSMEs)
Micro, Small and Medium Enterprises (MSMEs) play a large role in business in Indonesia. The definition of Micro, Small and Medium Enterprises is regulated in Law No. 20 of 2008 concerning MSMEs. This law groups MSMEs based on Total Assets and Turnover. Definition of Micro Business is a productive business owned by individuals and / or individual business entities that meet the criteria of Micro Enterprises, namely those that have assets of up to Rp50 million and a maximum turnover of Rp.300,000,000. Small business is a productive economic enterprise that is independent, carried out by individuals or business entities that are not subsidiaries or not branches of companies that are owned, controlled, or become part of either directly or indirectly from mediumsized businesses or large businesses that have assets> Rp. 50 million -IDR 500 million and turnover of up to 2.5 billion. Medium Enterprises are productive economic enterprises that are independent, carried out by individuals or business entities that are not subsidiaries or branches of companies that are owned, controlled, or become part of either directly or indirectly with Small Businesses or large businesses with total net assets up to with 10 billion or annual sales of up to 50 billion

Tax Compliances
Voluntary tax compliance is the backbone of the self-assessment system, where the taxpayer is responsible for setting his own tax obligations and then accurately and timely paying and reporting the tax. Compliance with taxpayers is compliance in carrying out payments correctly and on time and compliance in filling out and delivering SPT correctly and on time.
There are two types of tax compliance, namely formal tax compliance and material tax compliance. Formal tax compliance is a taxpayer fulfilling the obligations of the contents or provisions of the law, for example, depositing taxes on time, submitting Letter of Notice (SPT) on time. While compliance with material taxes is that taxpayers comply with the provisions of the Law and its substance. Fill in the SPT correctly and on time.
Based on the Minister of Finance Regulation Number: 74 / PMK.03 / 2012, the criteria for taxpayer compliance are: (a) Has no tax arrears for all types of taxes, unless they have obtained permission to pay or delay payment of taxes; (b)Financial Statements are audited by Public Accountants or government financial supervision institutions with unqualified opinion for 3 (three) consecutive years; and (c) Never been convicted of committing a criminal offense in the field of taxation based on a court decision that has had permanent legal force within the last 5 (five) years.

Account Representative (AR)
Account Representative (AR) functions and authorities are regulated in Minister of Finance Regulation (PMK) No. 79 of 2015. This PMK replaces KMK No. 68 of 2008. AR is an employee in the Office of the Directorate General of Taxation who is appointed as AR. There are two main functions of AR according to this PMK, namely the first Account Representative to carry out the oversight and excavation function of potential Taxpayers and the second function to carry out the function of consultation and guidance of Taxpayers. Taxpayers can request personal assistance to AR if there is a doubtful tax provision. Taxpayers can also request guidance and consultation in meeting tax requirements. AR also has a responsibility to explore the potential of taxpayers. Each Account Representative is assigned to supervise several taxpayers. Assignment of Account Representative is based on the type of business so that it increases professionalism and increases work productivity because the implementation of work is more focused. Account Representatives are trained to be staff who are proactive, serving, and have good tax knowledge. An Account representative must be a place to ask taxpayers any taxpayer problems. If AR performs its supervisory function well, provides professional guidance and provides good service, the taxpayer will increase his compliance because he is well served and feels supervised.
Good and professional services are expected to improve the compliance of MSMEs in carrying out their tax obligations. The incomprehension of MSMEs can be resolved in consultation with AR. The results of the study on the effect of the role of AR on taxpayer compliance resulted in findings that were consistent in almost all research sites, namely AR had a positive influence on taxpayer compliance. The research in question is a study conducted by Rachmawaty (2014), Herdiana (2017), Alfiansyah (2012), Tampubolon (2015), Denziana Agggrita, Sutanto hadi (2015). Widomoko (2017) conducted a study of the influence of the role of AR in providing quality service, conducting supervision and consultation on tax compliance. The results found that service quality and supervision variables affect taxpayer compliance, while consulting services provided by AR do not affect taxpayer compliance. The results of this study are also in line with the results of research conducted by Rifatul (2016) which uses moderating variable satisfaction of taxpayers, namely service and supervision affect taxpayer satisfaction, while consultation does not affect satisfaction. Taxpayer satisfaction affects taxpayer compliance.

E Filling
E Filling or Electronic filing is the process of submitting tax returns over the Internet using tax preparation software that has been pre-approved by the relevant tax authority. The Directorate General of Taxes has introduced e-filling for taxpayers to deliver notice letter (SPT) online and real time since 2009. With the tagline "Easy, Fast, Safe" taxpayers can report SPT more easily, cheaply, and quickly. E filling also allows taxpayers to obtain more legitimate evidence, and can report taxes anywhere and anytime. Submission of SPT with E filling causes reporting tax to be easy and practical. E filling also gives satisfaction to taxpayers because of efficiency in delivering reports.
However, there are some taxpayers who are not familiar with information technology, this can result in taxpayers having difficulty filling out the SPT resulting in non-compliance. Non-compliance in submitting SPT because not understanding e filling. Research that has been carried out to determine the impact of the application of e filling on taxpayer compliance results in different findings. Previous research conducted by Suherman (2015) and Castellani (2017) found that the implementation of e filling in delivering SPT did not affect taxpayer compliance. Research that produces different findings is research Situmorang (2017) and Zuhdi ( 2015) found that the application of e filling has a significant positive effect on tax compliance.

Research and Methodology
This study aims to determine whether government policies form an account representative and the application of tax reporting with e learning based on the perception of public taxpayers can affect the compliance of MSMEs in implementing their tax obligations. MSMEs who feel the benefits of AR and the application of MSMEs can influence the implementation of their duties properly. The relationship of this influence can be illustrated in the following research model.
The data used in this study are primary data obtained directly through the questionnaire method, namely data collection techniques carried out by giving questionnaires or a set of questions to respondents (Sugiyono, 2014). In order for this study to obtain valid and reliable data, the data collection technique used in this study is the Questionnaire Technique that was distributed to the respondents. Respondents in this study were taxpayers belonging to MSMEs who were registered at Primary Tax Service Office Duren Sawit.

Research Instrument Tax Compliance of MSMEs
Tax Compliance of MSME is measured by compliance in carrying out all tax obligations, including registering with awareness, calculating correctly and understanding, depositing on time and not having tax arrears, and delivering SPT correctly and on time.
There are 10 questions in measuring MMSE taxpayer compliance. Compliance with taxpayers is measured by the obligation to register because of their own volition, have calculated taxes correctly, made tax payments and delivered SPT correctly and on time. Taxpayer compliance is also measured through willingness to be fined if it is late in fulfilling its tax obligations.

Role of Account Representatives (AR)
The role of AR is measured in accordance with the main function of AR, namely giving Guidance and Consultation while the second function is conducting supervision. There are 10 questions related to the role of Account representative, which can be grouped into three functions, namely guidance, consultation and supervision functions. The guidance function is measured by the ease of AR to be contacted and the speed of response of AR in giving answers to taxpayer problems. The role of AR in giving consultation is measured by the ability of AR in mastering all types of taxes, and the ability to provide satisfactory consultation for taxpayers. The role of AR as a supervisor function is measured through the supervision of AR on taxpayers in submitting SPT both SPT Period and annual SPT. The role of AR as a supervisor is also measured by the issuance of tax bills by AR in the event of late payments and reporting by WP.

Tax reporting with E Filing
The application of e filing in report tax is measured through 10 questions. Questions include perceptions of taxpayers on e filing related to ease of learning, benefits with the use of E filing and satisfaction. Benefits of using E filling are measured from time utilization, accuracy in submitting SPT, accuracy in tax calculation, efficiency and effectiveness in using e filling and the desire to use e filing in the next tax year.

Design Analysis
The analysis tool used to see the effect of independent variables on the dependent variable is the Structural Equation Model (SEM). SEM is a combination of factor analysis and regression analysis which contains two forms of analysis models namely Conformatory Factor Analysis (CFA) and multiple regression analysis. The SEM program used uses LISREL software v 8.80. Research modeling through SEM enables a researcher to answer a dimensional research question (measure indicator of a concept) and regression (measure the influence or degree of relationship between factors that have been identified in dimension).
This study uses two kinds of analysis technique that is (1) Confirmatory factor analysis (CFA) and in SEM is used to confirm the most dominant factors in one group of variables and (2) Regression weight on SEM is used to examine how much influence the variables that theoretically exist. According.

Overview of Respondents
The population in this study are all taxpayers of individuals or entities that conduct business or free work registered at Primary Tax Service Office, East Jakarta. Sampling in this study used a purposive sampling technique with the criteria of taxpayers of individuals or entities doing business in the MSME sector in the area of Duren Sawit, East Jakarta.
This study uses univariate data analysis method for descriptive analysis, bivariate data analysis to test the validity, reliability and other normality tests of data and multivariate data analysis using SEM (Structural Equation Modeling) with LISREL 8.80 software. Hair, et al., (2010) provides guidance on the number of samples, namely a minimum sample size of 150 for the model consisting of ≤ 7 constructs, with each construct more than three items (observed variables), and with low item communalities (0 , 5) and no under identified construct.

Instrument Quality Test
Before further analysis is carried out, pre-test or instrument testing is done first. The purpose of the trial is to determine the level of validity and reliability of the instrument that will be used to collect primary research data. Trial of 30 respondents who were randomly selected from the specified sample framework.
The test of Validity and Reliability are as follows  Table 2 shows that from each of the 10 items to measure the variable Account Representative Role (X1); Reporting using e-Filing (X2) and Tax Reporting Compliance (Y), has a value of Corrected Item-Total Correlation greater than the cut-off value of 0.361 for 20 respondents n = 30 and a real level = 0.05 and Cronbach's Alpha limit value amounting to 0.60 thus all items are declared valid and reliable. Then from the results of the validity and reliability of the instrument above, it can be concluded that the instrument has been properly used to collect research data.

Measurement Model Analysis
The measurement model models the relationship between latent variables and observed / measured variables. In SEM each latent variable usually has a number of measurements or observed variables (indicators). Confirmatory Factor Analysis (CFA) is an analysis of the measurement model. CFA according to Joreskog and Sorborn (1993) is used to test validity and reliability of construct measurement models that cannot be measured directly which show the operationalization of variables or constructs of the research into measurable indicators which are formulated in the form of equations and / or path diagrams.
The purpose of Confirmatory Factor Analysis (CFA) is to confirm or test the measurement model, namely the measurement model whose formulation comes from theory. Evaluation of validity is seen from the factor loading value for each indicator. For samples of 150 validity limit values> 0.45. While reliability is measured by composite reliability: CR> 0.70 and average variance extracted: AVE> 0.50 (Brown, 2015).
The results of the CFA analysis are as follows:

SEM (Structural Equation Modeling) Analysis
Structural Equation Modeling (SEM) Analysis. In general, SEM analysis in LISREL can be divided into two, first which is related to the measurement model and the second is related to the structural model. Based on the full basic (hybrid) path diagram in Figure 2, the following measurement models and structural models are obtained:

Model Accuracy (goodness of fit)
In the analysis of structural equation modeling, testing the overall suitability of the model does not only use a single test statistic, but uses several test statistics (Hair, et al., 2006). Most researchers clarify fit index based on measures of absolute, relative, and parsimonious compatibility (Malhotra, 2010).  Table 6 above shows objective estimates which show that all model match parameters meet the goodness of fit requirements.

Measurement Model
The Measurement Model is used to determine which factors are the most dominant of each variable. Based on Figure 4.1 the following results are obtained:

Hypothesis Testing
To test the hypothesis in this study using Structural Equation Modeling (SEM) model which is a combination between path analysis and factorial analysis. Partial test of hypothesis, from data processing obtained for then compared with required statistical limitation, that is above 1,96 for t-value critical value, while influence together with value of statistic F and below 0,05 for Probability value significance.
The results of the analysis of the above model obtained a model based on parameter estimates (coefficients) models that can explain the relationship of structural models. The full model structural equation above shows: Account Representative Role variable (ACCR) with a path coefficient of 0.14 and t-value = 2.28> 1.97, the effect on Compliance with Tax Reporting (KPTH) is positive and significant. This means that the higher the value of the Role Account Representative will increase the value of Tax Report Compliance. Thus the research hypothesis H1: (There is a positive influence on the role of Account Representatives on Compliance with Tax Reporting: accepted. The variable of Use of e-Filling (EFIL) with path coefficient of 0.55 and t-value = 8.72> 1.97, the effect on Tax Reporting Compliance (KPTH) is positive and significant. This means that the higher the value of Using e-Filling will significantly increase the value of Tax Report Compliance. Thus the research hypothesis H2: (There is a positive influence on the use of e-Filling on Tax Report Compliance). the magnitude of the contribution of the role of Account Representative and Use of e-Filling in explaining Tax Report Compliance is 76.0% while the remaining 24.0% is explained by other variables not examined. The results of the hypothesis test found that the role of the Account representative variable and the use of E Filing in reporting had a significant positive effect on the UMKM tax compliance both partially and simultaneous.
Based on the results of the study found that the less dominant factor in tax compliance is compliance in paying taxes so that the Government has always encouraged MSMEs to pay taxes correctly and precisely. The role of AR that is not too dominant in influencing compliance.
Implication and Suggestion After the performance of the AR in supervision. This suggests that MSMEs increase their compliance if they are given good service not because of supervision. The implications of the results of this study provide input to policy makers to improve the role of AR in providing services and consultation not on taxpayer supervision. E Filling is used by MSMEs because they feel the benefits are faster and practical rather than the satisfaction dimension. This means that e filing still has to be developed to increase user satisfaction in this case is MSMEs.
Finally , this study recommends further research can separate MSMEs into each business group based on turnover, thus forming micro, small and medium enterprises. The duration of business, owner's or gender education level can be added as a research variable.