This thesis deals with the topic of satisfaction and dissatisfaction with the services affected by workers' knowledge about them in order to deliver high-quality to customers. To compare it with a product, buying the service does not mean owning it but acquiring the right to use it. The quality of services is reflected in achieving value and achievement of satisfaction. Employees need to be trained and educated in order to be able to deliver the services correctly and quality to the customers. The goal of a company is to achieve satisfaction and loyalty because this is the basis of the success of the company. In order to be the most successful, it is necessary to continuously work on improving relationships and satisfaction of the customers, especially with the existing ones, because it is more profitable than attracting new customers. If the customers are satisfied with certain products or services, there is a good chance that they will repurchase and recommend them to others. In order to produce a strategy of achieving satisfaction in customers as efficiently as possible, it is necessary to do research, analyze lost clients, systematically monitor complaints and suggestions and question clients about their satisfaction. It is important to encourage the customers to express their dissatisfaction so that it can be worked on improving the quality of the services and to prevent further dissatisfaction in new clients. When renewing the service, the company should strive to correct a mistake that occurred during the service provision, otherwise, the customer will go to the competition and find a better deal and spread their dissatisfactory experience. The study covers satisfaction with the services of the Alenka hairdressing salon, which according to the results has been successful in providing quality services and has achieved customer satisfaction and loyalty.