International Journal of Financial, Accounting, and Management
Vol. 8 No. 1 (2026): June

Several Factors Affecting Taxpayer Compliance: Service Quality as a Moderating Variable

David Chandela (Universitas Bengkulu, Bengkulu, Indonesia)
Robinson Robinson (Universitas Bengkulu, Bengkulu, Indonesia)
Eddy Suranta (Universitas Bengkulu, Bengkulu, Indonesia)



Article Info

Publish Date
30 Jun 2026

Abstract

Purpose: This study examines the influence of tax knowledge, tax awareness, moral obligation, trust in government, and service system simplicity on taxpayer compliance, with service quality as a moderating variable, drawing on the Theory of Planned Behavior (TPB) and the Slippery Slope Framework (SSF). Research Methodology: Data were collected from 117 restaurant taxpayers in Rejang Lebong Regency, Indonesia, through questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) via SmartPLS. Results: Tax knowledge, tax awareness, trust in the government, and service system simplicity had a positive and significant effect on taxpayer compliance, whereas moral obligation had a negative and insignificant effect. Service quality does not significantly moderate the tax awareness-compliance relationship, but it strengthens the moral obligation-compliance relationship. Conclusions: The results support the TPB and SSF, emphasizing that voluntary compliance is primarily driven by trust and awareness, whereas moral factors become effective only in a high-quality service environment. Limitations: This study used a cross-sectional design and was limited to restaurant taxpayers, which may restrict the generalizability of the results. Contributions: This study integrates behavioral and institutional perspectives on tax compliance at the local government level and offers practical implications for improving service quality and voluntary compliance in developing areas.

Copyrights © 2026






Journal Info

Abbrev

ijfam

Publisher

Subject

Decision Sciences, Operations Research & Management

Description

This journal is the leading international journal in the field of Financial, Accounting, and Management. International Journal of Financial, Accounting, and Management (IJFAM) comprises a multitude of activities which together form one of the world's fastest-growing international sectors. This ...