Business competitiveness and organizational sustainability: the impact of product quality customer service on creation competitive advantages

This research presents the findings of a study conducted between June 1, 2024 and January 31, 2025. The study was conducted with a quantitative approach, correlational in scope and with a non-experimental transectional design, using a census sample. A total of 410 companies in the category of small and medium-sized enterprises (SMEs) in the commercial sector of the city of Hermosillo, Sonora, were surveyed. The objective of the study is to analyze competitiveness as a determining factor for the sustainability of organizations, considering product quality and customer service as key elements in the generation of competitive advantages. The results indicate that SMEs in the State of Sonora combine competitiveness and quality of products and services to differentiate themselves, innovate and consolidate their sustainability and organizational performance. In conclusion, competitiveness and quality are a strategic driver that allows SMEs to innovate, differentiate themselves and strengthen their sustainability and performance.