Determining the Factors of Tax Agents’ Readiness Towards the Digitalisation of Tax Administration

(Pages 32-42)

Suzana Che Saruji1, Nadiah Abd Hamid1,*, Roszilah Shamsuddin1, Rani Diana Othman2
1Faculty of Accountancy, Universiti Teknologi MARA, Cawangan Selangor, Kampus Puncak Alam, Selangor, Malaysia.
2Faculty of Accountancy, Universiti Teknologi MARA, Kampus Alor Gajah Melaka, Malaysia.


The increase in digital transformation through Industry 4.0 has become a top priority for both businesses and governments on a worldwide scale, thus forcing the need for updating the tax system. With substantial technological advancements and accelerating demands to save costs, many tax authorities are undergoing a considerable transformation from the conventional to an online platform in engaging with taxpayers and tax agents; however, the tax agents responsible for advising and assisting companies or individuals with income tax matters may not be ready for such a transformation. This study aims to examine tax agents’ readiness towards the digitalisation of tax administration in Malaysia. By using the probability sampling technique, a list of tax agents was obtained from the Inland Revenue Board Malaysia (IRBM)’s website and data were collected from the structured questionnaires distributed to the IRBM- registered tax agents in Malaysia. Considering that Malaysia is still at an early stage of fully digitalising its tax system, the findings of this study are, therefore, important for many parties involved and the body of knowledge. By selecting 173 respondents that consist of tax agents listed with the Inland Revenue Board Malaysia (IRBM), this study employed Quadrant Analysis to determine the factors of priority in supporting the readiness towards the digitalisation of tax administration. Based on the findings, the three elements that demand immediate attention from the policymakers are perceived ease of use, technology infrastructure, and government policy and support. These findings are crucial for policymakers who intend to speed up the digital transformation process to improve the efficiency and effectiveness of tax administration. This study should be able to ascertain the factors that influence tax agents' readiness to deal with the digitalisation of Malaysian tax administration. There is a paucity of research on the digitalisation of tax administration, particularly for services to taxpayers that should have been fully digitalised years ago. This study should contribute to the literature by identifying the factors that contribute to the delay in fully digitalising tax administration in Malaysia.


Tax agents, Industry 4.0, Digitalisation, Tax administration, Technology acceptance model.

How to Cite:

Suzana Che Saruji, Nadiah Abd Hamid, Roszilah Shamsuddin, Rani Diana Othman. Determining the Factors of Tax Agents’ Readiness Towards the Digitalisation of Tax Administration. [ref]: vol.21.2023. available at:

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