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The longer the process, the less effective it is for the customers. Physical evidence: This includes how the business is promoting the products/services and how they are displayed on the internet. How the website looks? Colourful? Boring? Also why is it attracting customers? It also addresses to how simple and easy the website is to use, e.g. providing a search engine and add to basket. Segmentations and targets: This relates to the customers. Customers have different preferences to what they want from the business. For example people shop everyday for groceries, however not all customers are looking for the same products. This also applies to