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Level of service (LOS) analysis based on LOS criteria is essential for the planning, design, and operational evaluation of public transit. However, there are no systematic transit LOS criteria at present in China. Bus rapid transit (BRT) is receiving increasing attention worldwide. Therefore, this study addresses LOS criteria for BRT in China. Transit passengers are heterogeneous in their perceptions, needs, and behavior. The traditional hard LOS criteria have an inherent weakness, because of which the accuracy of an LOS analysis is limited. Thus, in this study, we initially conducted transit market segmentation to reduce heterogeneity and subsequently developed BRT fuzzy LOS criteria for different passenger groups. Using a smartphone-based transit travel survey system, we organized BRT passenger travel surveys on three BRT systems in China to collect data. Transit market segmentation was performed based on user perceptions; passengers were segmented into a calm passenger group and an anxious passenger group using the latent class model. Passenger arrival time, passenger wait time, and running speed of the bus were selected as service metrics to reflect the BRT's LOS. BRT fuzzy LOS criteria for the three service metrics in the case of both the calm and anxious passenger groups were developed using fuzzy C-means clustering. The LOS criteria for the two groups of passengers fit their psychological characteristics and reflected their personalized travel needs. Fuzzy LOS criteria can describe to what extent service metric values belong to the adjacent LOS categories via the use of membership. Thus, fuzzy LOS criteria can overcome the weakness of hard LOS criteria., 1. Introduction Level of service (LOS) criteria using service metrics that classify them into several categories according to different thresholds can provide quantitative LOS analysis standards for transportation systems [1,2]. [...]