SAŽETAK:Programi vjernosti često su dio opsežne strategije odnosa s kupcima i predstavljaju dobar način za identifikaciju kupaca, koji donose veću vrijednost od drugih, kao i zadržavanje istih. Osnovni cilj rada je prikazati utjecaj programa vjernosti u maloprodaji na zadovoljstvo potrošača. Provedbom anketnog istraživanja provjeravalo se na koji način potrošači iskazuju zadovoljstvo programima vjernosti u maloprodaji. Temeljem dobivenih rezultata (N =53) utvrđeno je da program vjernosti nije presudan čimbenik, dok su drugi čimbenici kao što su asortiman proizvoda, cijena, lokacija prodavaonice i odnos prema kupcu -članu programa vjernosti pokazali se kao najrelevantniji za zadovoljstvo potrošača. KLJUČNE RIJEČI: zadovoljstvo, potrošači, programi vjernosti ABSTRACT:The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53) that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

ABSTRACT:Millennial generation is considered the largest and best educated and therefore presents challenges to marketers. This paper aims to examine the gender differences in consumer behaviour of students -generation y. The study identifies gender differences in purchase behaviour, loyalty, price sensitivity and shopping habits. The empirical analysis is based on data obtained from a student survey (N=118; M=40, 68%, F=59, 32%). The data were analysed using chi-square test. Our findings suggest that women are more sensitive to price than men. They also belong more to the loyalty programs and use more loyalty awards schemes. Although the millennial generation has the reputation for being digital our study shows that they actually like visiting the stores instead of shopping online although the statistically significant difference is not found.