A Systematic Literature Review of IoT-Based KiosK Self-Ordering System to Improve Restaurant Service Efficiency

Abstract

The increasing use of Internet of Things (IoT) based self-ordering kiosks is a reflection of the growth in the restaurant sector for quicker service, fewer operator mistakes, and greater customer experience. The objective of this research is to investigate the effect of IoT-based self-ordering kiosks as integrated information systems on the efficiency of restaurant services. We performed a systematic literature review (SLR) according to PRISMA criteria, including twenty peer-reviewed papers published between 2020 and 2025. The analysis indicates that self-ordering kiosks, integrating user interfaces, transaction processing, and real-time data interchange with restaurant operations, result in major improvements in service efficiency by expediting the order process, enhancing order accuracy, and minimizing personnel requirements. However, they are dependent on information system quality, system dependability, and user preparedness. The findings suggest that the effective deployment of IoT-based kiosks depends on a combination of information technology, information systems, and human factors, in addition to the technology. This work adds conceptually to hospitality information systems research by illuminating the role of IoT-based kiosks in improving the operational efficiency of current restaurants, and by recognizing technology-human integration as a driver of successful deployment. Keywords: Internet of Things; Kiosk; Self-Service Technology; Restaurant Efficiency; Information Systems