The main object of diploma thesis is evaluation of customer satisfaction and aim of the diploma thesis is to analyse customer satisfaction in company in Liptovsky Mikulas in Apartments Hilson Jasna and to make suggestions recommendations for increasing customer satisfaction with the provided services. The diploma thesis has two parts. First is theoretical part where we defined the issues in the field of services and second part is practical part, which deals with process of identifying service requirements and quantifying the impact on customer satisfaction. To evaluate customer satisfaction we used Kano model and expert interview business owner. At the end of the work, based on the data obtained, we proposed several recommendations to the company, which could lead to increased customer satisfaction. We have included, for example, to offer a lower price when booking a stay in advance and to increase the price with the approaching date of stay, to focus on building a restaurant in the facility, to increase wellness and more.