Leveraging Process Mining to Identify Bottlenecks in Online Applications: A Case Study with Generalizable Insights

This research aims to analyze the process and efficiency of the online application process using Process Mining techniques. The event log data from 793 online applicants at a private university in Thailand were analyzed using the Disco tool and the Fuzzy Miner algorithm. The results revealed clear patterns in the application process, highlighting issues and ambiguities. For example, in the payment approval process, there was a 36.7 % return rate to the payment confirmation stage, with a waiting time of up to 141 days to receive a final admission decision. The analysis also identified key touchpoints that influence awareness. Educational institutions or businesses can apply Process Mining techniques to identify and improve processes and study user behavior from start to finish, providing generalizable insights on developing strategies for enhancing service efficiency and creating opportunities for revenue growth.