This paper aims to formulate and test a measure of e-service quality, expressing the main aspects of e-service quality performance used by customers to assess their transaction-specific experience, and then examines how this interacts with e-relationship quality, expressing customers' relational-specific experience, as they both affect e-loyalty in the online retailing context. E-service quality is measured as a second-order formative construct, characterising delivered services' performance, while relationship quality is measured as a second-order reflective construct, reflecting different facets of customers' relational experience outcomes. On evidence drawn from a survey, the modelling framework under investigation was empirically validated, since both e-service quality and e-relationship quality antecede e-loyalty. Moreover, the results indicated that e-relationship quality partially mediates the service qualityloyalty relationship, suggesting that although the role of relationship marketing activities in enhancing the impact of e-service quality on loyalty is confirmed, the delivery of high standard services is also important to attain e-loyalty.