Abstract
The study examines the mediating role of business continuity in the relationship among customer retention, organizational resilience, and business performance. The study adopts a quantitative approach and a non-experimental design with an explanatory scope, using covariance-based structural equation modeling (CB-SEM). A survey was administered to 382 owners of independent pharmacies in the city of Arequipa, Peru. The results suggest that customer retention directly strengthens organizational resilience and business continuity, while organizational resilience has positive effects on business continuity. Furthermore, business continuity acts as a direct predictor of business performance and mediates the effects of the other variables. The findings show that customer retention and organizational resilience enable businesses to sustain operations and improve business performance. Therefore, independent pharmacies should prioritize strengthening organizational capabilities to achieve sustainable performance in the retail pharmacy sector.