From Counters to Self-Checkouts: A Systematic Review of Factors Affecting Operational Efficiency in Retail Automation
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Abstract— The Self-Checkout System (SCS) is a key element of retail automation, designed to improve operational efficiency and enhance customer convenience. This systematic literature review synthesizes insights from 16 peer-reviewed Q1/Q2 studies published between 2020 and 2025, leading to the identification of four critical factors influencing efficiency: technological design, user behavior, organizational preparedness, and workforce impact. The findings suggest that a combination of advanced perception technologies (e.g., AI vision, depth cameras), user-centered interface design, process reengineering, and comprehensive staff training, including cross-training for hybrid support roles, plays a pivotal role in shaping outcomes. Recent research also highlights emerging adoption drivers such as reduced stigma around sensitive purchases, increased privacy awareness, and shifting dynamics of customer empowerment. Efficiency is not an inherent attribute of the system alone, but rather the result of interactions among technology, users, and institutional contexts. Retailers and policymakers are encouraged to pursue integrated design approaches that holistically align technological innovation, store operations, and human labor.
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