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E-filing and e-form are considered as online tools that may be utilized as an alternative for taxpayers to report their annual tax returns. These two applications are expected to be used as the right solution for taxpayers to carry out their tax obligations during the Covid-19 pandemic. Reporting of the Annual Individual Income Tax Return at Regional Office of Directorate General of Taxes of North Sumatra I in 2021 was found to increase by 16.13% compared to 2020. However, in the preliminary survey results, the taxpayers were found tending to queue at the Tax Service Office to report the Annual Tax Return manually. Referring to this phenomenon, this study was conducted to identify the behavior of individual taxpayers towards the use of e-filing and e-forms in the submission of the Annual Tax Return. This study was classified as a qualitative study with a naturalistic model. This interpretive study was carried out by using a phenomenological approach. 12 Individual Taxpayers were involved in this study as participants, which were determined through criterion sampling technique. The data of this study were collected by means of the natural setting method with observation techniques, in-depth interviews, and literature study. The collected data were then analyzed by using data analysis techniques of phenomenological study according to Creswell with the assistance of NVivo 11 plus software through the stages of analysis, including data input, coding, exploration, visualization, and presentation. The results showed that e-filing and e-form information systems, which tend to have complexities in terms of procedures and various features in data entry in Annual Tax Return reporting, were found to be capable of creating lazy behavior of taxpayers in the submission of the Annual Tax Return. The complexity faced by taxpayers tended to be caused by a complete lack of knowledge of the use of e-filing and e-form information systems. This was caused by the lack of socialization distributed to individual taxpayers by the DGT. Nevertheless, taxpayers were still found to be reporting their Annual Tax Return, out to avoid tax penalties.

journal of economics finance and management studies

An Analysis of Individual Taxpayers’ Behavior on the Use of E-Filing and E-Form in Submitting Annual Tax Return by Implementing a Phenomenological Approach